This business is not BBB accredited.

American Family Insurance

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Phone: (800) 692-6326 Fax: (877) 443-4978 6000 American Pkwy, Madison, WI 53783 http://www.amfam.com


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for American Family Insurance include:

  • 6 complaint(s) filed against business that were not resolved

Factors that raised the rating for American Family Insurance include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 268 complaint(s) filed against business


Customer Complaints Summary Read complaint details

268 complaints closed with BBB in last 3 years | 92 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 42
Delivery Issues 4
Guarantee/Warranty Issues 6
Problems with Product/Service 210
Total Closed Complaints 268

Customer Reviews Summary Read customer reviews

23 Customer Reviews on American Family Insurance
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 22
Total Customer Reviews 23

Additional Information

BBB file opened: January 01, 1954 Business started: 01/01/1954 in WI Business started locally: 01/01/1954 Business incorporated 02/19/1985 in WI
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Commissioner of Insurance
125 South Webster Street, Madison WI 53703
http://oci.wi.gov/oci_home.htm
Phone Number: 6082663585 8002368517
Fax Number: (608) 266-9935

Type of Entity

Corporation

Business Management
Mr. Jack C. Salzwedel, Chairman & CEO Mr. Mark V. Afable, Chief Legal Officer Mr. Gerry W. Benusa, Chief Sales Officer Mr. David A. Graham, Chief Investment Officer Mr. Peter C. Gunder, Chief Business Development Officer Mr. David C. Holman, Chief Strategy Officer Mr. Daniel J. Kelly , CFO Ms. Kristin R. Kirkconnell, Chief Information Officer Ms. Vanessa Mosley, Consumer Affairs Director Ms. Mary L. Schmoeger, Chief Administration Officer Mr. William B. Westrate, American Family Chief Operating Officer
Contact Information
Customer Contact: Ms. Vanessa Mosley, Consumer Affairs Director
Principal: Mr. Jack C. Salzwedel, Chairman & CEO
Business Category

Insurance Companies Insurance Services

Alternate Business Names
American Family American Family Mutual Insurance Co. American Family Brokerage, Inc. American Family Insurance American Family Insurance Group
Additional Information

Since June 2012, the Wisconsin BBB has received numerous inquiries from consumers across the country regarding a "Reader's Digest Sweepstakes".  If you receive a check from “Reader's Digest Sweepstakes” from American Family Insurance Group, the Wisconsin BBB believes that this check is counterfeit. If you receive a letter and check from this company and you are asked to deposit the check into your personal account, withdraw money and wire it overseas, use extreme caution. It has been the experience of the BBB that these checks are usually counterfeit. If the check is counterfeit, you will owe your bank the amount that you withdrew from your account. You will not receive any winnings, and you won't be able to recover the money that you wired.


Customer Review Rating plus BBB Rating Summary

American Family Insurance has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A-.

BBB Customer Review Rating plus BBB Rating Overview

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    W236N1402 Busse Rd

    Waukesha, WI 53188

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 7, 2016, I called AFI, to add an 2004 Chevrolet 1500 to my current policy. I was told that my premium would be $135 per month. I had my truck inspected at AFI in Scottsbluff, Nebraska agent ****** ***** on May 9, 2016. It was her receptionist named June that did the actual inspection. When I returned to verify my coverage, Kristy and June both advised me that my medical accident coverage was low, and suggested that I increase it. I was told my payment would be $165 per month. I had issues with the auto pay for my first payment that was corrected immediately, following a cancellation notice. I made a prorated payment of $72 around June 1, 2016. My July bill was then $202. I called ****** *****'s office and spoke with June. She stated she would call and check and never did. Two days later I called the 880 numbers for AFI. I was told by the representative that they were unsure of why I was being charged that amount. I then paid the balance owed of $202. I received my August 2016 billing statement and it shows an amount of $212 and nothing has changed with my policy. I feel as though I have had nothing but misleading information and I have been lied to about my premiums. I can not get a straight forward answer as to why my premiums keep changing. I have tried everything to resolve this matter with zero resolution.

Desired Settlement: I would like my insurance policy to be fully audited and an explanation of why I have had so many issues with my policy and why my quotes were not as stated in the beginning and why there is constant change in my monthly payment amounts. I would like a full cash refund or a credit applied to my policy balance, in accordance with an accurate adjustment.

Business Response:

July 15, 2016

 

   

     

 

 

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

 

 

The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

 

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant by July 25, 2016.

 

 

Sincerely,

 

 

 

***** ****

Consumer Affairs Advocate

American Family Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com

7/20/2016 Problems with Product/Service
7/17/2016 Problems with Product/Service
7/11/2016 Problems with Product/Service
7/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 27th 2016, a customer of American Family insurance, ***** *******, made an illegal lane change into the side of my car that was being driven by my daughter at the time. The Yuma police Department came to investigate and completed a police report. The Yuma police department then cited the American Family insurance customer with illegal lane change. My insurance company, GEICO concluded there was no fault on the part of my daughter. I filed a claim to have my vehicle repaired and was told by Amanda Cole (spelling?) ext. 58730, that the company will NOT pay 100% of my claim. American Family insurance admitted to me that their customer is at fault but refuses to pay the claim.

Desired Settlement: I want American family insurance to pay 100% of the cost to repair my vehicle. My vehicle was in perfect condition until your client wrecked it while making an illegal lane change. Your client was also cited by the Yuma police department at the scene.

Business Response:

June 29, 2016

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

**** * *****

Consumer Affairs Advocate

American Family Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com

Consumer Response: 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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

Business Response:

June 30, 2016

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

      

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

 

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, the Better Business Bureau.

 

Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant, Richard Barnes.

 

To reiterate, the Company will not be responding to the Better Business Bureau, but is preparing a response which will be sent directly to Mr. Barnes, as previously explained.

 

Sincerely,

 

**** * *****

Consumer Affairs Advocate

American Family Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com

7/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was verbally offered a position with the company during my final interview. I found out I did not receive the job two weeks later with no explanation.

Desired Settlement: I would like to see what legal actions can be taken.

Business Response:

Better Business Bureau of Wisconsin

    

    

 

 

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

 

 

The attached complaint/inquiry 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 will forward this complaint to the appropriate department for handling.

 

 

Sincerely,

 

 

 

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

Consumer Affairs Advocate

American Family Mutual Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


Consumer Response:

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 would like to know why I was verbally offered the job and then told I did not receive the job at a later time.

Is it legal to verbally offer a job and then not offer them a job later?


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

Business Response:

June 30, 2016

 

 

 

Better Business Bureau of Wisconsin

    

    

    

 

 

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

 

 

The attached complaint/inquiry 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.

 

I have forwarded this complaint to the appropriate business area for a response to *** ******

 

 

Sincerely,

 

 

 

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

Consumer Affairs Advocate

American Family Mutual Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


7/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The damage on our house was way, way under assest. Not only that, but their practices are not only unethical but they are criminal. Menominee Falls, WI location of American Family Insurance. Will not provide me with the same like, kind, and quality of my aluminum siding.

Desired Settlement: I would just like my complaint noted

Business Response:

June 29, 2016

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

 

 

RE:   Complaint File Name:    ***** * ********* your file ********

 

 

The attached complaint/inquiry 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 the complainant by July 13, 2016.

 

 

Sincerely,

 

 

 

**** * ******

Consumer Affairs Advocate

American Family Mutual Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


7/9/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Been with Co. for 35 years, I’m filing a complaint against American Family Insurance, yet it applies to all Insurance companies. They are frauding the people on two counts, the first one is on personal property, they have it set at 75% of the home value, so my home at $200,000 is being charged for $150,000 of personal property, yet when I add everything up, it comes to about $45,000. That includes all appliances, Tv’s , everything in the garage and even 6 collector Lionel train sets. I’m told some companies are at 80%, it be hard to say someone with a million dollar home has $750,000 in personal property, American family has tried changing the system in Iowa I believe and going to try to change it in Wis., but like I told my agent, American Family is not going to lose revenue, they will come up with other ways of mandatory getting people paying to cover the lost revenue. They have, here’s the second fraud that they are pushing on people, they have come up with a “dog and exotic animal” liability, even if you don’t have pets. It use to be if a neighbors dog bit you, you took them to court and 99% would win for damages, so there is no need for the Insurance companies to get involved but it comes back finding ways of getting people to pay more money. They are like Microsoft, they are automatically loading software up on peoples computer even they don’t want it. We now have companies being dictators and they pay off Attorney Generals and politicians, so I will also file this complaint with the Attorney General, nothing will be done because he and the Insurance Commission are bought and paid for by corporations. WHEN IS SOMEONE GOING TO PUT COUNTRY AND AMERICANS FIRST INSTEAD OF BEING CROOKED AND SCAMING PEOPLE OUT OF THEIR MONEY.

Desired Settlement: People should have choices, not be dictated by companies pushing whatever scam to get more money out of people. All these Insurance companies should be looked into for fraud, but won't because these companies buy off politicians.

Business Response:

June 27, 2016

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

 

 

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

 

The attached complaint/inquiry 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 the complainant by July 11, 2016.

 

 

Sincerely,

 

 

 

**** * ******

Consumer Affairs Advocate

American Family Mutual Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


7/5/2016 Problems with Product/Service
7/4/2016 Problems with Product/Service
6/27/2016 Problems with Product/Service
6/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This American Family Insurance Company is not a company that should be selling insurance. On April 10,2015 I had my first and only claim with them, my roof on my business in a storm came off and all of my inventory and customers furniture and fabric got wet when my business flooded out. I call American Family Insurance company and first they told me I was not covered, after a day or two then they said "You are covered but it is limited" Then They sent a agent out, ****** ****** he came out and took 3 or 4 pictures and said that he was going to arrange for everything to be moved out and dried at Servicepro, so that day we arrange a time. The day of the of the move Mr. ****** Canceled the move, I asked why he said that "Everything is already damaged" So then he asked for a list on all the goods that is in the shop. So I gave them the list. After calling and calling to get help still I got No help. My landlord insurance company installed drying machines to help dry the shop out but they could not do a new roof because of the rain, it rained for about 5 days after the storm. Then everything got moldy, mold grew on everything, the smell was so bad we could not work for months and still i have a moldy smelling shop with no help from this company. Still the insurance company was missing in action. This company is not a good company to use, they just want your money when it comes to a claim "YOU WILL GET NO HELP" Its been a year and two months and no help they got the list of goods that were damaged and now knowing most all my documents were destroyed in the storm they are asking for receipts on everything that were damaged. I asked the agent Mr.****** to send a professional who knows about furniture and fabric with no response. This Government need to stop this company from doing business if this country, This company is doing what ever possible not to settle this claim. America People Need Not to use this company Please help me spread the word. ***** ******

Desired Settlement: American Family Insurance need to settle this claim instead of finding reasons not to, I paid faithfully for years thinking I was covered. No one should ever have to go though this the government should shut this company down. ***** ******

Business Response:

June 15, 2016

 

 

 

BBB of WI

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

RE:   Complaint File Name:   

 

 

The attached complaint/inquiry 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 the complainant by June 29, 2016.

 

 

Sincerely,

 

 

 

Consumer Affairs Advocate

American Family Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


Consumer Response: 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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business Response:

June 16, 2016

 

 

WI BBB

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

RE:   Complaint File Name

 

 

The attached complaint/inquiry 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.

 

As stated in my email on June 15, 2016, I have asked the appropriate area to review Mr. Taylor’s concerns and provide a response to him directly by June 29, 2016.  Thank you.

 

Sincerely,

 

 

 

Consumer Affairs Advocate

American Family Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


6/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The American Family Mutual Insurance company is refusing to pay a claim. The claim is noted by Farmers Insurance to be a payable claim. Pursuing payment the company is refusing to pay based on word vs. word. Two repair estimates were obtained and one was significantly lower than the other by the same provider Gerber collision. When asked why the employee stated they knew American Family Mutual Insurance which uses this location for estimates would not pay for the other estimate. The claim was placed in April and now the claim agent is out of office for extended time. The team will not discuss further and laughed when asked to reach the manager who wasn't in office. By my phone timer I spent 92 minutes on hold and talking to representatives. The type of claim is auto and in a rear-ending accident.

Desired Settlement: American Family to pay the just claim.

Business Response:

June 7, 2016

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

RE:   Complaint File Name:   

 

 

The attached complaint/inquiry 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 the complainant by June 21, 2016.

 

 

Sincerely,

 

 

 

Consumer Affairs Advocate

American Family Mutual Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


6/18/2016 Problems with Product/Service
6/12/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
6/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When the damages to my vehicle after an accident were grossly underestimated, the final repair total ended up being more than 80% of the worth of the vehicle. They claim there is no arbitration clause in my policy and there clearly is. Their claim to the value of the vehicle brings the amount of damages to value of the vehicle to be 78%, but that is based on only one valuation.

Desired Settlement: I would like the insurance to acknowledge my three valuations of the vehicle that put it's worth to repairs to nearly 84% and the car be totalled.

Business Response:

April 20, 2016

 

 

Better Business Bureau of Wisconsin

     

     

 

RE:   Complaint File Name:    .

 

 

 

The attached complaint/inquiry 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 the complainant no later than May 4, 2016.

 

 

Sincerely,

 

 

Consumer Affairs Advocate

American Family Mutual Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


Business Response:

April 21, 2016

 

 

Better Business Bureau of Wisconsin

     

     

     

RE:   Complaint File Name:   

 

 

The attached complaint/inquiry 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 the complainant, with her original BBB complaint received yesterday, no later than May 4, 2016.

 

 

Sincerely,

 

Consumer Affairs Advocate

American Family Mutual Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


Consumer Response:

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.

Unfortunately, the Advocacy Center has not been able to assist thus far so I have no faith in them responding appropriately to me.  Unfortunately, I am of the opinion that American Family is turning a deaf ear to me which is why I am turning to you.  The Better Business Bureau and all the consumers that rely upon you have the right to know what they may be up against if they insure anything with this company.  My eight-year-old car is totaled and I need for them to admit this fact and handle it accordingly.  I don't know why they are insisting on putting me on the road in an unsafe vehicle.  As previously mentioned, the research done by me included getting valuations from four reputable, very commonly used valuation tool options available to consumers and they all came in very close to each other with a range of high $12,000 for very good condition (about 23% of all vehicles) and $13,900 for excellent condition (only 3% of ALL vehicles on the road).  My car is 8 years old and I am not the original owner so it was not in excellent condition.  American Family uses just one valuation tool to render their official ruling and it is the one and only site that values used cars using a national average which is always inaccurately high.  Because American Family only uses one national average and looks at nothing locally as to values and such, they are able to very unfairly inflate the value as they see it.  The result is they close the claim and send people off in extremely unsafe vehicles thus causing potential for harm to the driver and everyone else driving on the road with him or her.  Based upon all the research done to date, American Family is cheating me.  Also, as previously mentioned, the highest point of value they can realistically claim for my car is $****** (and that's rating on the higher end of the highest valuation).  80% of that is $11,200.  Damage costs so far are $11,361+.  Additionally, there is pain and suffering in this case as well.  I've been horribly inconvenienced by their mishandling of this case.  I've had to adjust my work schedule in order to ride with others because a rental car was only available to me for 25 days.  This has been going on since January 13 and it is today April 22. 

Regards,

6/3/2016 Problems with Product/Service
5/31/2016 Billing/Collection Issues
5/30/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a loyal American Family customer for 15 years and have made all my car/home paymetns on time. I filed a claim for the first time for a minor damage for my vehicle and was given the run around. I have talked to four different agents in claims and not once has my insurance agent contacted me to assist with my claim. The repair shop I have chosen to fix my car questioned about why they are not responding in a timely manor. She asked me why is American Family putting me through so many changes and hoops because all the years she has worked with them it has gone smooth. I don't want to use the race card but I am Black and live in the hood!!!!

Desired Settlement: I would like the agency to contact me to resolve my issues.

Business Response:

WI BBB

10019 West Greenfield Avenue

Milwaukee, WI 53214

RE:   Complaint File Name:   

The attached complaint/inquiry 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 the complainant as soon as possible but no later than May 27, 2016.

Sincerely,

Consumer Affairs Advocate

American Family Mutual Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


5/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was in a wreck with someone that uses this company. It happened on March 28. they hit me and was sited at the scene. I called my insurance and American family to start a claim. On 3/29 my insurance went and retrieved my car from where it was towed and put it in a shop. I had no rental coverage on my insurance so I needed AMFAM to take liability and get me in a car. They didn't take liability until 4- 4. I called and spoke to an attorney and they reached out to AMFAM. So they told them it was okay for them to contact me for the property damage portion. So I called and they gave me a Enterprise reservation # and told me to call and get a car. Enterprise had no vehicles from that day until Friday 4-8. So from 3/29 until 4-8 I was without a vehicle and had to rent from someone else out of pocket. the claim adjuster from AF has never called me and went over my damages or let me voice my concerns. my car was ready on 5/3 and i went to retrieve it and it still wasn't ready I had to leave it. AF canceled my rental that day even though i couldn't get it until 5-4 and I still am not satisfied with my car. i called asked for a supervisor and even sent an email to their HR department for someone to follow up. Still nothing. I have receipts to turn in for reimbursement for the 10 days of rental that i was out of pocket plus enterprise charged me for 5-4 rental when my vehicle wasn't ready i need to be reimburse for that. I had groceries in my car eggs broke milk burst so i need the carpet and inside the car cleaned My son was in the car with minor injuries. i just need to speak to someone to voice my concerns. At this point I have received no calls and when I call in i get no where and I am treated very rudely. I know it is because I spoke to a lawyer on the body injury part for me. Glad I did because since filing a claim with them on 3-28 I have gotten no where with them at all.

Desired Settlement: I want a manager to call me because I can't get anywhere with *****very rude) or anybody else I speak to. I would like to be reimburse for the 10 days of rental i paid. i would like my car cleaned on the inside from where the groceries spilled and made a mess. I would also like some pain and suffering for my son that was in the vehicle with me

Business Response:

May 6, 2016

WI BBB

     

     

     

RE:   Complaint File Name:  

The attached complaint/inquiry 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 Ms. ***** no later than Monday, May 16, 2106.

Sincerely,

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

Consumer Affairs Advocate

American Family Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


5/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Currently settling an auto claim with American Family, it has taken a month and I have not received a check to get my car fixed. It's a hit and miss with their customer service, I have been very patient and understanding to timeframes of policy and procedures... however, the representatives all inform me with different and sometimes inaccurate information. Occasionally, some of the representatives verify my information in order to protect my account or information I have with them, which I appreciate, however some of them do not verify any security measures before providing information. I always have to call back multiple times, I have been emailing my adjuster and I highly appreciate all his hard work, but he has not responded to any of my emails or phone calls. I have left numerous messages and called numerous times. I'm starting to get a little frustrated because of the service I have received during this claim.

Desired Settlement: I would highly appreciate if the claim can be resolved in a timely matter, so I can get my car fixed as soon as i can. I have submit an estimate twice and would like a manager or supervisor to take action...

Business Response:

May 4, 2016

 

 

 

WI BBB

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

RE:   Complaint File Name:   

 

 

The attached complaint/inquiry 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 the complainant as soon as possible but no later than May 11, 2016.

 

 

Sincerely,

 

 

 

Consumer Affairs Advocate

American Family Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com


5/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am being charged for something that dont have anything to do with me. the claim number ***********. this is some type of big misunderstanding. I've made between 10-15 calls trying to resolve this matter but I can't get any help. please help me! thanks

Desired Settlement: call me to clear my name from this misunderstanding. ************

Business Response:

May 6, 2016

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

RE:   Complaint File Name:    George E Booker

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

**** * *****

Consumer Affairs Advocate

American Family Insurance Company

(800) 692-6326 X30799

consumeraffairs@amfam.com

Tell us why here...

Consumer Response: [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,


5/9/2016 Problems with Product/Service
5/7/2016 Problems with Product/Service
5/3/2016 Problems with Product/Service
4/30/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service
4/26/2016 Problems with Product/Service
4/19/2016 Problems with Product/Service
4/18/2016 Problems with Product/Service
4/12/2016 Problems with Product/Service
4/8/2016 Problems with Product/Service
4/8/2016 Billing/Collection Issues
4/6/2016 Problems with Product/Service
3/27/2016 Billing/Collection Issues
3/26/2016 Billing/Collection Issues
3/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was in a car accident back in May 2015. Your insured ****** ****** was a minor and ran a yellow flashing arrow, I had a green light and he pulled out right in front of me, admitted to the police department he was in the wrong and did not yield to oncoming traffic in a intersection here in Peoria, IL he was ticketed and clearly at fault! ******* your insured, has ******** ****** *****l Ins. and I filed a claim with you regarding the accident. I am a ***** **** Customer they have taken care of my Medical from the accident and said my vehicle was totaled. American Family denied my claim and never once went to look at my vehicle, American Family has a copy of police report and has still failed to cover my claim and reimburse me for the damages your insured caused and who was also clearly at fault and ticketed! I'm very unhappy that an insurance company would deny a claim like this, I have told all of my family and friends and anyone I come in contact with about my experience with your terrible service, I spoke with ****** in the 1-800 claims department on several different instances, she was very rude with me couldn't give me a straight answer on why my claim was denied and why it took them so long to review my claim. I would never recommend anyone to your services I have several friends and family who have switched companies because of my experience. I'd never wish this on anyone what I have been through. Your customer service and claims department is the worst and I've never had to file a complaint on anyone but because of how mad and frustrated I am over this I'm now paying for 2 vehicles and one I can't even drive since it is totaled and because of your terrible customer service and claims department denying a claim that was clearly your responsibility to cover! It's terrible people pay into insurance and get treated this way!

Desired Settlement: This needs to be resolved I am out a ton of money and will be getting Attorneys involved, it's ridiculous this has gone on this long, almost a year and still no settlement. Very disappointed and frustrated with your company!!!

Business Response:

March 21, 2016

WI BBB

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

RE:   Complaint File Name:   

The attached complaint/inquiry 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 the complainant or her attorney if deemed appropriate by April 4, 2016.

Sincerely,

Consumer Affairs Advocate

******** ****** *****l Insurance Company

Consumer Response:

[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 will be awaiting your response!

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

Regards,

3/19/2016 Problems with Product/Service
3/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I asked both written and verbally that my policy be cancelled on February 29, 2015 since I have a new policy beginning on March 1 with a different company. Instead they cancelled my policy on February 9, even though I've already paid for this month.

Desired Settlement: I would like my policy to be reinstated for the rest of the month, as I originally requested.

Business Response:

February 18, 2016

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

3/1/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Myself and the homeowner contacted the adjuster pertaining to an issue that we were dealing with in finishing the interior of the property. We had to go back and forth with the adjuster in order to get this ladies house done right. They wanted us to install new drywall to her ceiling without adding texture to the entire ceiling. This wasn't an option for us as contractors since just putting texture on a small portion of the ceiling would have looked ridiculous! They finally agreed to pay for the texturing of the ceiling and told me to provide a proof of renting a texture sprayer after the job was finished and that's exactly what we did and now they are refusing to reimburse me for the rental fee. We are a small company and cant afford to eat any cost because of the greedy insurance company and because they feel like black contractors and black home owners don't deserve the same treatment as they render to their other clients in different zip codes. This has been an absolutely horrible experience from the start to the end with how the adjuster have been disrespecting myself and my company by talking down to me and attempting to badger me and suggesting that we aren't a real contracting company based on talking to me and hearing my voice. I also offered the adjuster to look my company up with the BBB of St Louis for his own edification since he talked to me like I was a kid when I first spoke with him. Every since our first conversation, himself and the other adjusters working on the case used the words " a real contractor", in attempt to discredit my company defame me as the company owner. This blatant and obvious racism has contributed to complication after complication with this claim which is absolutely uncalled for in this day and age.

Desired Settlement: I would like for them to reimburse my company for the amount agreed on for the rental of the texture sprayer. $85.00

Business Response:

February 1, 2016

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint was received from, ***** ******, 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 the appropriate individual by February 15, 2016.

Sincerely,


Consumer Response: 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.

**SEE ATTACHED DOCUMENT**

Regards,

***** ******

Business Response:

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

The attached complaint/inquiry 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.

I have asked the appropriate department to research the concerns and respond directly to the appropriate individual by March 4, 2016.

Sincerely,

2/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This complaint is with my insurance Agent **** ********* who informed me they no longer carry commerical insurance, which was not true I was a customer for 8 years always paid my insurance on time. Mr. ********* has cause problems regarding my job; I am a owner operator contractor, I cannot provide for my family due to him not renewal my insurance without notification. I have not received any type of letter from American Family stating they will no longer carry commercial insurance. I cannot operate my truck and I am having a hard time trying to find commercial insurance for my business (truck) I would like to know why would this agent drop me without notification in writing. Mr. ********* didn't give me an explanation only stating my policy wouldn't be renewal. Thank you

Desired Settlement: Explanation

Business Response:

February 16, 2016

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

Consumer Response: [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,

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

2/17/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: American Family has billed me an unreasonable fee - that was not stated up front - for cancelling my paid-up policy. The fee is $100 based on email communications I received from them. The billing statement is difficult to decipher however. The amount that they say is still outstanding is $73.38. They have reduced it because of a one month payment that I made for the period from Oct 23-Nov 23, 2015. The original policy was from Oct 2014 - Oct 2015. $100 is not a reasonable fee for cancelling a ~$300 annual policy. This fee was not stated at the time I cancelled. I emailed with their recovery/collections office several times to try and resolve this, but they have not been willing to make an adjustment. I notified them that I would be contacting the BBB to assist with this.

Desired Settlement: I am willing to pay an administrative fee for cancellation that within the bounds of reasonable - maybe $10-15. Any amount billed over that needs to be removed from my account and no further action pursued on their part.

Business Response:

February 11, 2016

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

Consumer Response: [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.  I am, however, still disappointed in their stance that their resolution to this issue is an "exception".  Their standard rate for cancellation of a commercial policy is exorbitant.  I have conveyed my disapproval of their cancellation rates to the representative.

Regards,

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

2/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Policy U183681-7 Agents actions are extremely suspect, if this cannot be resolved I feel inclined to file complaint with state Insurance board, and possibly a criminal complaint. We have financial issues, that make this policy too expensive. I was told by email that automatic payment would be done twice month. Instead the full $384 was pulled and this caused 8 NSF charges of $35 each. Agent denied that 2 auto pays a month were even mentioned. Fortunate for me there are emails to confirm this. It is clear now the agent was less than forthcoming, he was more worried about maintaining his commission than being honest and I believe he had mis-lead me by his mistake or deliberately. I was told by email the amount was $3727, the form he sent had no values listed. I signed this without really looking, I was trusting **** *** *****. Attaching emails, that show this correspondence. Also it should be noted we did great deal of business with American Family, myself and many family members. A number of years back we reported storm damage to our home, many roofs were replaced in our neighborhood. Agent talked a great deal about how these were overreactions, and American Family inspector came out, and said yes there was damage but it was nothing to be concerned with and filing a claim would result in higher rates. We were encouraged not to file, we found out later, that American Family was making it hard to honor claims, and we found the roof was much more damaged that we were told. It was replaced, last year. We dropped American Family house and car insurances when rates skyrocket, yes apparently we paid for all the other roofs that got replaced, right about the time it was in the news that American family was being investigated in the state of Wisconsin and other states too. I mention this because there is a history of distrust, and these recent events is making it clear the actions of agents are not regulated by the Insurance giant. Honestly I would not know if we would have cancelled the Insurance Policy giving that we were provided the correct information in the first place. I have deposited the check, and after recalling all these issues, I more of my fill of these distrustful practices. I would rather someone resolve this quickly and we both move on, but given no other choice I will pursue all recourses available to me. I’m working with ***** *******, but I do feel this needs to be reported and on the record, to insurance board, CEO of American Family and all social media outlets. When you cannot trust an agent for a Major Company in the `USA it is a poor reflection on the agent, company and all other employees that work there. A company that allows such actions should have its license pulled by the state of Wisconsin. For all of these reasons I’m asking for full cash value, plus NSF charges from our bank. It is clear to me that someone is practicing deception, maybe I’m wrong, but the courts I believe would have great concern. The Judge, Jury, media and anyone who buys insurance.

Desired Settlement: Full refund of 5221.06 payment of NSF Fees

Business Response:

February 4, 2016

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant by February 18, 2016.

Sincerely,


2/14/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Last January Am Fam failed to send me my renewal notice. My coverage lapsed. I was then told we would have to start all over as a new customer and lose our rates. I complained to my agent and to madison office and told them that i didn't receive a bill, email, phone call or a letter about coverage being terminated. They said they couldnt do anything for me and I would have to pay the higher rates until my agent would do a review. Now again, I noticed my proof of insurance card stated my coverage ended 1/28/16. I still have yet to receive a bill. Why is this happening? They had no answer for me. I immediately renewed by phone saturday evening 1/28 so that my coverage would have no issues.

Desired Settlement: I would like this situation reviewed. Why am I not receiving a bill again this time of year? Is it so customers have to pay excessive fee's to continue to be their customer?

Business Response:

February 3, 2016

WI BBB

10019 West Greenfield Avenue

Milwaukee, WI 53214

   

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

The attached complaint/inquiry 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 Ms. ******* by February 17, 2016.

Sincerely,


2/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My car was involved in an accident on January 14th, 2016. In this accident, my car was rear ended and the other driver was cited and found 100% at fault. The gentleman who hit my car carries American Family Insurance. I called and started the claim, and I have called multiple times to provide information and keep American Family in the loop. Despite what I've tried to do I've been treated the following way by American Family: *The adjuster was changed on me *It's been over 2 weeks and I haven't been offered a rental car *I called in to have the claim assigned to a different adjuster and it was explained that someone would call me back...they never have *Every attempt to contact my adjuster leads to voice mail I even have the police report and a witness. However, American Family seems very uninterested and whenever I call it's as if I'm a burden. It's been over 2 weeks and nothing on my claim has changed.

Desired Settlement: My desired outcome is that I get a rental car and reimbursed for the days that I've been without a vehicle. My goal is also for the adjuster to come out and look at my vehicle and either get the vehicle repaired or replaced.

Business Response:

February 1, 2016

 

 

 

BBB of WI

10019 West Greenfield

Milwaukee, WI 53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant as soon as possible but no later than 2/5/16.

 

 

Sincerely,

 

 

 


2/13/2016 Problems with Product/Service
2/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 28th, July 1st, July 10th, and July 20th 2015, our basement completely flooded with raw sewage that flowed up through the floor drain and covered/ruined the basement. We contacted American Family Insurance, who initially stated we did not have sewer damage protection on our policy. We discussed this with our new insurance agent because it was never offered to us separately, and we believed it was in our policy. The agent followed up and found proof our previous agent never offered the option to us, and American Family Insurance agreed that due to this, the underwriting department would have the coverage added since the beginning of our policy, which would of course cover the time when this issue occurred. Great. Then we filed our claim, and someone from the claims department visited our house for just a few minutes and was not thorough in his inspection, brushing us off since the coverage hadn't been added to our policy yet. He took a few pictures inside and outside. Later, we received a call that our claim had been denied because they said the pictures taken outside looked like water had come in under the basement door, and they would not cover damage if any water had come into the basement that way. However, American Family Insurance cannot prove IF or when any water may have gone under the door. We have pictures and video of raw sewage pouring up out of our basement drain, a third party witness who was in the basement at the second occurrence, and a letter from the sewer district stating the damage to our basement was due to a blocked sewer main.

Desired Settlement: We want American Family Insurance to honor the sewer damage coverage and pay for any expenses resulting from the sewage damage to our basement that the sewer district will not cover, including, but not limited to - depreciation cost the sewer district is subtracting from amount they will pay us, cost of bringing basement up to code before it can even be refinished(we would not have to bring it up to code if it wasn't ruined in the first place as it was grandfathered in), and any additional costs required after we receive payout from the sewer district if needed due to new discovery of damage, additional work needed during remodeling, etc.

Business Response:

January 5, 2016

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant by January 19, 2016.

Sincerely,

Consumer Response:

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.

This is just a standard response that American Family Insurance sends for all BBB complaints. Since I am required to respond within ten days, I do not consider this matter resolved and will reject this response. When someone contacts me directly from American Family Insurance (which is stated in their response they will do so by January 19th), I will then decide where the resolution of this matter stands based on the outcome of that discussion.

Regards,

**** ******

Consumer Response:

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 did receive a phone call from American Family Insurance last week and they took a recorded statement from me. I am only rejecting this response right now to keep the BBB ticket open since I must respond in ten days. Now I am just waiting for the underwriting department to review and get back with me. I will wait to see their response and keep this ticket open in the meantime. Thanks.


Regards,

**** ******

Business Response:

January 28, 2016

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry was received today.  The follow up response has been mailed to **** ****** today, January 28, 2016.  She should receive this response shortly.  This will be American Family's final response on this matter.

Sincerely,

2/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ON 12/26/15 MY STATE OF MISSOURI HAD A LOT OF RAIN AND WIND DAMAGE IN OUR AREA THAT CAUSED DAMAGE TO MY ROOF IN ONE PLACE AND THE FOLLOWING SAY ANOTHER AREA I HAVE RECEIVED NOTHING BUT RUNAROUND ON ANY THING I HAVE TRIED TO GET FIXED AT MY HOME WITH THE AGENCY I HAVE SPOKE WITH MY ADJUSTER THEN IS BOSS JAMES/JIM ****** HIS BOSS **** THEN ONLY ABLE TO LEAVE VOICE MESSAGE FOR HER BOSS SHE TALKED DOWN TO ME AND SAID SHE DIDNT AGREE TO PAY A PAYMENT BUT SHE DID WAS IN AN EMAIL. I CANT GET MY ISSUES RESOLVED IN A PROFESSIONAL MANNER WITHOUT ALL THE RUN AROUND I FEEL IF I WAS LOCATED IN A DIFFERENT ZIP CODE I WOULDNT HAVE THESE ISSUES, I NEED ASSISTANCE IN THIS MATTER AND STOP ALL THE PASSING THE BUCK AROUND TO THE OTHER PERSON I NEED MY CLAIM TO BE RESOLVED THIS HAS BEEN NOTHER BUT STRESS AND MORE STRESS BUT MY PAYMENT EACH YEAR HASNT PROBLEM BEING TAKEN BY AMERICAN FAMILY MY CLAIM IS STILL OPEN AND UNRESOLVED

Desired Settlement: TO HAVE THIS CLAIM FINISHED WITHOUT ALL THE TAKEN AWAY ISSUES THAT I AND MY CONTRACTOR WHO I TRUST MORE THAN THEM THAT IS DUING NOTHING BUT THE BEST WITH THE $2 THEY ARE TRYING TO PAY ME AND HIM FOR HIS EXCEPTIONAL WORK.

Business Response:

January 26, 2016

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

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

The above complaint/inquiry 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. We are also in receipt of a Missouri Department of Insurance complaint, in which we will be responding directly to the Missouri DOI, and the complainant may not directly receive a response.

Sincerely,


2/6/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I will not recommend American Family Insurance to anyone. They have the worst customer service I have experienced in my life. My policy # is ************. I am married and me and my wife were under the same roof but had split payments going to seperate billing. My monthly payment was 157. After 5 months of it being 157, the next bill I received was for $300 and they told me that if I wanted to continue using them it would be another $300 for a total of $600 for the month of November! I called my agent who originally signed me up and she was as confused as I. It took her a couple days to even respond back to me. She said someone just went in and made changes to my account which is why I have a higher bill. It is against policy for them to make changes to the account without first notifying me or at least notifying my agent about it. I have called numerous times and they always say they will get back to me about resolving this issue they have not!!!! All they do is tell me they are going to get someone to call and they dont. Now they are saying If I dont pay the $300 its going to collections. My thing is how are you going to make all those changes to my account months later without even notifying me of a price increase to see if i still wanted to stay with your service. I am well affiliated with a huge blog website. I will share my ********** experience with my 1.3 Million Followers!!!!!!

Desired Settlement: Needs to be corrected!!!!!

Business Response:

January 26, 2016

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

 

 

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

 

 

The above complaint/inquiry 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 the complainant by February 9, 2016.

 

 

Sincerely,

 

 

 


1/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: At Thanksgiving 2015 a leak in the water supply line to our dishwasher developed and damaged our kitchen cabinets and the bottom foot of drywall in the kitchen. American Family Insurance sent ServePro in to dry up the water and demo damaged portions of the kitchen. Measuring from the front edge of the bottom cabinets, 11 linear feet out of a total of 18 linear feet of the bottom cabinets were water damaged. When ServePro began the demo and removal of the damaged areas, they discovered that the face plates of the existing cabinetry had been glued as well as screwed into the cabinet boxes. They saved doors and drawers but had to cut through the face fronts of the cabinets to remove the damaged wood and access the drywall where mold was beginning to grow. ServePro removed drywall to access and dry out all areas, they treated for mold on exposed surfaces. American Family Insurance sent ******* Construction in to assess the damage and submit a proposal for repairs. Dale ******* immediately said that we would need all new cabinetry in the kitchen since the face plates had been unsalvagable. His original submission to American Family Insurance requested new kitchen cabinets in the entire kitchen. American Family Insurance adjuster, Jeff *******, said the company would not replace all cabinets – only the damaged portion. Dale ******* told me their ruling and said they would reuse drawers and doors and match the new to the old. Superstition Cabinets came to measure and look at the remaining cabinets, they said it would be difficult to match but we discussed the small variations in the natural finish of what they say is “Birds Eye Maple” cabinetry. They claimed that small variations would even out in 6 months or so due to sunlight exposure and natural aging of the clear finish, they said the cabinets would look good even at the time of installation. The new cabinetry finally arrived – the new pieces have a very uniform off white color. The kitchen looks like a patchwork quilt of cabinets – we do not believe we will live long enough for any natural aging process to even out the color differences in these cabinets. One look at our kitchen reveals the entire supposition that small variations will even out in 6 months as the most unbelievable and unlikely of outcomes. While indicating the newly installed cabinets, Kin Chan asked one of the installers finishing up the work if he had “ever seen anything like this?” – the man’s response was a shake of the head and laughter, a lot of laughter, with the only true admission any rational person could make – “no”. Dale ******* called to tell me that the cabinet makers were surprised at how unacceptable the cabinetry match turned out to be. He said they could add yellow pigment to the clear varnish and make it look better now – but that over time the cabinets would begin to look different between the old and the new. No one puts yellow pigment into clear varnish except as a quick fix cosmetic ruse to bring immediate gratification and future problems. We would like to commend the professionalism of Superstition Cabinets and ******* Construction for delivering what American Family authorized without performing some dishonest manipulation that might have fooled us for today and cost us thousands of dollars in damages later on. American Family Insurance adjuster, Jeff *******, sent us a copy of the policy and a letter stating that in matching undamaged property: “We will not pay to repair or replace undamaged property due to mismatch between undamaged material and new material used to repair or replace damaged material because of: a) texture, dimensional differences b) color, fading, oxidation, weathering differences; c) wear and tear, marring, scratching, deterioration or d) obsolescence or discontinuation. The letter went on to state, “We do not cover the loss in value to any property due to mismatch between undamaged material and new material used to repair or replace damaged material.” If this were absolutely and strictly interpreted in all cases they would not have agreed to replace our obsolete granite tile countertops – which they approved a value replacement for all of the kitchen counter tops including the built in desk area because it is in line of sight with the kitchen proper. Originally the cabinetry, granite tile countertops, paint, and floor tile throughout the entire house matched perfectly. It was one of the selling points of the house, this flow and continuity is very soothing to the eye. We realize that new kitchen cabinets will no longer match the cabinets in the bathrooms – but we absolutely and unequivocally insist that the kitchen cabinets are a unified element of the home – the kitchen cabinets as they exist today under American Family’s repair are completely unacceptable by anyone’s standards and a violation of our trust in this company.

Desired Settlement: Make my new cabinetry match the old cabinetry.

Business Response:

January 20, 2016

    

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

The attached complaint was received today. The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us. Maintaining the confidentiality of this information is important to our company. Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers. Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant by February 3, 2016.

Sincerely,

1/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Got into a car accident day before Thanksgiving. I was coming out of the parking lot of the shopping center by 82nd and powell. I was heading to division so I needed to get in the turn lane to merge into Northbound traffic. The two southbound lanes of traffic were stopped. I was creeping into the turn lane and had just got my right bumper in when I saw a flash and felt a hit. I looked to my right and saw a blue car stopped like 10-20 feet. I pulled into the turning lane all the way so I wasn't blocking traffic. I didn't know what to do at that exact moment. I looked in my review mirror and saw her turn her left turn signal on for the O'Riley's. I turned my right signal to pull in the parking lot too. She pulled up alongside me and started yelling at me. Two different men came up and said she was at fault. She refused to give me any information and I had to call police. The dispatch said they dont come out for traffic accidents. What! I then called and said I needed an ambulance for my daughter since she was in the car too and I was worried. Bam, fire truck and police came. The police did a exchange but not any investigation. I took pictures and got the witnesses to give statements to my insurance company. Today I get a phone call from her insurance company saying my insurance has accepted 80% fault. I called my adjuster and said why did you not call me first and how the hell is it my fault?! She says I needed to yield more and the pictures show I hit her. Wtf?! No the damage is all along her car and a little on mu bumper. The other driver said she was going to O'Riley's but that cant be true! There is an entrance before she would have hit me, she was going so fast she didn't stop till a ways after she hit me, and I barely was in. My adjuster says I should of yielded more. I was going 3 mph. How the hell do I go any slower. Honestly I feel this is pure laziness on my adjuster. I told her I do not agree with this.

Desired Settlement: Want the at fault accident wiped from my record, my deducible paid, and if my rates increase because of this incident then the difference paid.

Business Response:

January 6, 2016

WI BBB

10019 West Greenfield Avenue

Milwaukee, WI 53214

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

The attached complaint/inquiry 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 the complainant by January 20, 2016.

Sincerely,


Consumer Response:

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 has yet to contact me regrading this matter.


Regards,

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

Business Response:

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

RE:   Complaint File Name:    ********  *****, your file ********

The attached complaint/inquiry 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.

As indicated in our previous correspondence, a response will be sent to Ms. ***** by January 20, 2016.

 

Sincerely,


1/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I receive letter dated 12/28/2015 from American Family Insurance that says: if I want American Family to “limit sharing of my personal information with Financial Companies, American Family Insurance Affiliates, and American Family Insurance Non-Affiliates, then I am to call American Family on ###-###-#### and give my policy numbers to limit sharing of my personal information”. So I call American Family Insurance ###-###-#### January 5, 2015 and the American Family Insurance representative knew nothing about restricting release of personal information. I told her about the letter American Family Insurance sends to its customers and she knew nothing about restricting release of personal information.

Desired Settlement: Resolution: American Family Insurance restrict release of my personal information. American Family Insurance train their representatives to deal with the phone calls from its customers responding to notices from American Family Insurance.

Business Response:

January 6, 2016

BBB of WI

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

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

The attached complaint/inquiry 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 the complainant by January 20, 2016.

Sincerely,


Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

American Family Insurance stop giving my address to other financial companies that spam me with advertisements.
American Family Insurance train their representatives to deal with the phone calls from its customers responding to notices from American Family Insurance to request American Family Insurance stop giving my address to other financial companies



Regards,

**** *******

Business Response:

January 12, 2016

BBB of Wisconisn

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached additional correspondence has been received. As previously stated, in order to protect the confidentiality of non-public information relating to our consumers, we will be responding directly to the complainant by January 20, 2016.

Sincerely,


1/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened up a claim on my homeowners insurance and my auto insurance due to an auto theft. The auto insurance was paid for on the auto claim but the contents of the car was on the homeowners claim. I've had an investigator come to my house for three hours to find out specifically what occurred at the time of the theft when what where and what was in the car. Upon completing the investigation finding out that I was telling the absolute truth and it was a proper theft they did go ahead and pay a certain portion of the claim. The part of the claim they did not pay was on The tools that I had in my trunk due to a trip to Atlanta from Springfield Missouri I packed a whole lot of tools in case I broke down on the side of the road to fix them my personal tools. The question was asked if I had work tools in the vehicle I did state yes I did have some electrical tools that are used to show and instruct in teach with as I am a teacher at electrical engineer . At this time I have been denied the claim of all the tools that were in excess of $9000 with proof of ownership and property then being high quality tools I have asked four times for her to be reviewed and four times they come back and state that I use them for work the wrenches screwdrivers on on my job that I deal in electrical engineering with computers. I did explain four different times to the adjusters and the actual senior investigator that the tools were personal tools are used at my household and took them specifically for the trip to Atlanta for any unforeseen occurrence with breakdown. So I would like to find a way or direction of what I need to do to rectify or put a complaint in to the Better Business Bureau stating that they're not making a claim on a word of work work is a very wide range of use but they are using it as a way to not pay the claim. I have asked several times for the reasoning in writing and also the manifest of a description of why but I've contacted them in excess of 20 times and have been called back five times stating that they will not Pay for any tools that I had in my vehicle because I use them for work. I have been with American family insurance company for 22 years with no chargeable claims speeding tickets accidents any such matters but, at this point they are trying to not pay a claim that is a valid claim and not give me a good reason except I used the word work that I used him for teaching as a illustration so they will not pay for them. Please device

Desired Settlement: My desired outcome is that American family pays me for the property that I have been paying for for the past 22 years in my policy. They have done a full investigation to find it I have been telling the truth and have no reason to believe that I have not told him the truth but they are using the excuse of work my desired outcome is for them to pay the claim. Thank you for your time

Business Response:

December 21, 2015

   

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

The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant by January 4, 2016.

Sincerely,


Consumer Response: 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 it turned over for review and I'm sorry they have nor respondEd due to the holidays. I will have them send the letter backon Mondayso, Please don't close this case because it has been resolved. There were statements that were untrue and the facts are being gather for return. 

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


Business Response:

January 4, 2016

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry was received today. As stated in our response dated December 21, 2015, due to privacy laws we are unable to send our response directly to you.

We had received and have responded to these concerns through the Missouri Department of Insurance, and have also responded to the Mr. ******** directly. No further response will be provided.

Sincerely,


Consumer Response: 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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

1/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 8th, I have a a tenant move into my property. Due to the tenant having a immune deficiency problem, she ordered a mold test and found on August 25th that there was a mold problem at the property. I immediately called and scheduled to have a number of remediation companies come out to bid on resolving the problem. On September 11, a company was chosen to perform remediation for about 2 weeks. Unfortunately, the source of the moisture problem was not found at this time and the mold test failed after remediation. Again, I collected quotes from remediation companies to try to find a solution. On October 6th, Bella T Restoration was employed to perform the remediation. They opened the walls and found the active water leak, a failed seal in a water valve. At the same time a environmentalist was employed to perform inspection. By October 27th, the remediation work was concluded and the environmentalist announced the property clean and mold-free. Due to the source of the problem being a failed rubber seal in a water valve, it was an active water intrusion that should have been covered under my business insurance policy. However, after months of investigation, on December 31st, I received an email from American Family Insurance that they are denying my claim. They cited old water stain near the window well that was noted in the environmentalist's report as the cause of the mold, and disregard that fact that I have an active water source that was creating moisture for mold growth. They also try to use the excuse that I changed insurance company back in August 28th. Fact is that the problem was diagnosed on August 25th. It shouldn't matter that I change insurance company after the fact. That is like saying that if you are not covered if you had a car accident that occurred while you have an active insurance policy but reported it a few days later after you changed insurance company. We have photos and video documenting the source of the problem and the extent of the damage but American Family Insurance choose to twist the words of the reports and the testimony of the remediation company as an excuse to deny coverage. In my opinion, they are selling bad-faith insurance and are cheating consumers.

Desired Settlement: Provide me with the insurance coverage that I have paid for. I recognize that I have changed insurance company after the date of the incident due to their terribly disorganized billing system AMFAM has in place (returning my payment checks and then sending me late fees). However, fact remains that I have coverage on the day the incident was discovered and have tirelessly worked to resolve the problem as a responsible home-owner. I want the damage to be paid for by my insurance up to my coverage limit as per my policy.

Business Response:

January 4, 2016

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant by January 18, 2016.

 

Sincerely,

 

 

 


1/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I have been American Family Insurance customers for 27 years. We are responsible clients who do not believe in taking advantage of any service. We pay our premiums on time and do not remember ever filing any claim on our home-owners policy. Having moved from a large the larger home where we raised our children, we now own a small mobile home. On December 8th I woke to discover a gushing water pipe in my master bedroom closet. I immediately called a plumber who told me to call trailer court maintenance to turn the water off; which I did. The plumber could not arrive until 4:30. Once the main water was turned off, I began clean-up (to the best of my ability). I began by taking everything I could from the overly-stuffed closet and sorting into piles of dry and wet clothing. Due to lack of available space in the mobile home, I had both my everyday clothing and keep-sake apparel in this closet. Many items that meant a great deal to me were completely ruined... special dry-clean only dresses, wool/cashmere sweaters, leather boots and purses, etc. I discarded the things that could not be cleaned and washed the garments that could. I spent the rest of the day mopping and soaking up water to the best of my ability and placed fans in the room in hopes of drying up the mess. Approximately ten days later (thinking that the mess was bone dry and everything would be fine) I attempted to replace the contents of the closet... only to discover that the floor of the closet was still wet. That is when I decided it best to contact our insurance company. American Family sent Serv-Pro in to clean up the mess. Serv Pro was WONDERFUL and did the clean-up. During clean up however, the worker showed me what looked like a fine mist of dust beneath our 300 pound wooden armoir that backs against the closet wall; he explained that it was the start of mildew and that the bedroom floor as well as the carpet and walls were going to need to be replaced. Serv-Pro cut (continued)

Desired Settlement: large holes into the dry wall to dry the walls. American Family sent Adjustor **** ****** to survey the damage and write us a check to cover repair. Upon entering our trailer, Mr. ****** appeared put-out and hurried. He was condescending in both speech and demeanor, as if too good to be in my home. Mr. ******'s patronizing behavior moved from indifferent to argumentative.

Business Response:

January 4, 2016

WI BBB

10019 West Greenfield Ave

Milwaukee, WI 53214

    

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

The attached complaint/inquiry 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 the complainant by January 18, 2016. 

Sincerely,


Consumer Response: [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 am moving forward in good faith in hopes of satisfactory resolution. 

Regards,

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

1/2/2016 Delivery Issues
12/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 27 March 2015 our Chevy S-10 was totaled by an insured of American Family Insurance, who accepted responsibility in writing for both the medical portion of our claim (which was promptly settled), and the casualty loss on the vehicle, for which no settlement has yet been reached. The first AFI adjuster assigned to our claim was brusk and dismissive of attempts to question the valuation he assigned to our truck. Evidently he is no longer with the company. Correspondence with his replacement began on 9 October, and has since included yet another individual who identifies himself as a "Casualty Claim Adjuster" and the "main person" handling our claim. Responses to our correspondence to them have been as much two to three weeks in coming, via email, and have included stalling tactics such as automated "out of office" replies and attempts by each to assign responsibility for adjudicating aspects of our claim beyond vehicle value to the other. Our patience and attempts to engage in reasonable discourse regarding a fair and mutually acceptable settlement have been studiously ignored, despite our providing all the documentation and rationale requested. To have this process drawn out over nine months, despite AFI's having acknowledged liability, seems a deliberate attempt to escape financial responsibility for their insured. Since the process includes the conduct of at least three individuals, it clearly seems a matter of company policy to avoid paying out settlements.

Desired Settlement: An acceptable resolution for us would involve acknowledgement of and reasonable compensation for our casualty loss, including not only a mutually acceptable value on the vehicle loss, but also for loss of vehicle use, (during the period prior to AFI'S acknowledgement of liability), loss of wages (for missing work to meet with their claims adjuster), and loss of time involved in defending our claim (for which attorney's fees which have been much, much higher.)

Business Response:

December 23, 2015

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

The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant by January 7, 2016.

Sincerely,

Consumer Response: [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,

***** *****

12/29/2015 Problems with Product/Service
12/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our car was totaled by an American family insurance client. They took our car away, and the rental car away. That car was our only way for getting to and from work. They claim the check is in the mail. A 11000 check is in the mail, and they don't have any information. Insurance on the parcel, carrier, tracking number or anything. They should have paid for out car when we handed the title of it to them. We have been without a vehicle for over a week because of this, right before christmas. I have had one dealing with am fam in the past and it was horrible. One of there agents was actually fired over it. This a terrible company that certain isn't helping American families.

Desired Settlement: They need to pay us for the week plus that we've been out of a car. They also need to operate like a group of decent people with brains. They need to get us the check the owe us and make it right for the week we haven't had a car.

Business Response: BBB of Wisconsin
10019 West Greenfield Avenue
Milwaukee WI 53214



RE:   Complaint File Name:    ****** ******, your file ********


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 the complainant no later than December 28, 2015.


Sincerely,



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

12/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My property has been insured with American Family since 1992 and never made a claim until now. When I got home from work I found that the back glass door and frame from the sliding door were broken. After calling the police and making a report I called American family insurance to make a claim. I followed instructions after given police report number to the claim representative I was told to faxed how much was going to cost for repairs or replacement. I went to home depot and I was given an appointment for them to came in and measure door. I was told door could not be fix because parts could be found and home depot replaces doors that I needed to replace the whole back door (special order). I went back after two days to home depot to get information on how much will be the cost and I faxed documents to American Family and called to see if documents were received. I faxed documents to insurance I was told that I checked will be send with minus deductible. Later I got a called telling that I needed to order door and that a partial check will be send to me and after everything got fixed a balance was going to be send but they were going to apply deductible and how old the door was. I explained how I was going to order a $3000 door because I have to pay first for door to be order. I tried to explain to him to send check to home depot because I could not afford$3000. This second claim handler was rude and I have never heard from anybody again. Meanwhile I am afraid the back door have been reinforced but there is only vinyl and a just one glass layer holding door. I have already called police again because I was at home and I heard something being throw at the glass door. While a home I can not sleep and my 17 year daughter is not staying at home because there is not a stable door in the home. I am looking for another insurance but I can not believe they are trying not to paid for the door. It made take 3-5 weeks after door is paid for order to came in and for them to replace door meanwhile my daughter and I we are home with basically no door in the back. I have to take time from work regarding this issue when Shelby Demuth said I was going to get door paid minus deductible.

Desired Settlement: I want a back door; After 24 years American Family did not came thru basically I have been paying for coverage and there is none with this company.

Business Response:
December 8, 2015



BBB of Wisconsin
10019 West Greenfield Avenue
Milwaukee, WI  53214



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


The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant within ten business days from the date of this letter.


Sincerely,




12/17/2015 Problems with Product/Service | Complaint Details Unavailable
12/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Mercedes Benz was damage on the highway by gravel and rocks. I called in a claim regarding windshield and hood. I was asked to get my own estimate to rush process so that I wouldn't have to wait on a adjuster to come see the car. I took time out of my schedule to go get the estimate to only be told that my estimate was too high therefore I will have to now wait for an insurance adjuster to look at the car. Well why ask me to go get the estimate then tell me that the estimate is too high when no one from the insurance company haven't even taken a look at my car. I pay a $340 insurance payment for only two cars every month to cover damages for the luxury cars that I own so cover the damages.

Desired Settlement: I want the payment of the emailed estimate of damages

Business Response:
November 19, 2015



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


The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant by December 3, 2015.


Sincerely,



Consumer Response: 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 tried to contact the BBB. My complaint hasn't been resolved with American Family Insurance. I have not been able to reach anyone with the company.

Regards,

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

Business Response: December 2, 2015





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


The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant by December 14, 2015.


Sincerely,



Consumer Response: 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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

12/7/2015 Problems with Product/Service | Complaint Details Unavailable
11/30/2015 Advertising/Sales Issues
11/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: By far the worst insurance company I've EVER dealt with. Insurance agent sold me a dream. He hounded me to come me on board. Once on board, he did not submit proper paperwork for automatic draft billing. As a result, I now have to pay the Georgia Department of Revenue for insurance lapse. Agent ******* ******* (Georgia) now has a memory lapse. Third mishap with this company since 07/2015. Disgusted customer!!!! Product_Or_Service: auto insurance Account_Number: 02049936989

Desired Settlement: DesiredSettlementID: Billing Adjustment ******* ******* is the reason behind me facing a repercussion from the Ga Dept. Of Revenue. I am at a lost as a new customer & I feel that American Family should pay for it in full reimbursement as a result, not me.

Business Response:
November 5, 2015





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


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 the complainant by November 19, 2015.


Sincerely,



Consumer Response: 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.

This was all I received on Nov 6., 2015. I do not see where my response was needed. Per attached message, I am to receive a phone call from the appropriate dept. within said business byNov. 19, 2015. That's all I saw in their response that was relevant. If action was rewired on my behalf, I have no knowledge of it. My response to the businesses response would be "ok. Thanks".

Regards,

***** ******

Business Response:
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.

Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant by December 2, 2015.


Sincerely,



Consumer Response: [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 is not a resolution. However, your response at this time is satisfactory to me until the matter at hand is resolved. At this time, the issue still remains at hand.  

Regards,

***** ******

11/10/2015 Problems with Product/Service | Complaint Details Unavailable
10/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My residence was built in 2002 and American Family has insured the home since it was built. We have experienced wind damage to the roof, and a claim was filed for damages that occurred 10/26/2010. American Family determined that replacement costs were $599.89. Deductible was $500 so we decided to not receive payment of $99.89. Additional damage occurred on 05/20/2012 and I asked to have the claim from 2010 reopened - they stated I had to reopen a second claim to have the roof evaluated. Replacement cost was $427.18 so considering the deductible of $500.00, no payout was received. We had a lightening strike claim in July of 2012 and American Family paid for electronic items that were damaged - garage door opener, invisible fencing unit, and air exchanger. On 10/14/2013, coverage terminated by American Family for 3 claims, despite no payment being made on 2 of the claims. After significant work by the agent, policy was reinstated as Actual Cash Value as opposed to Replacement Cost and increased deductible from $500 to $1000. We are still experiencing damage to the roof each wind event. On 01/03/2015, continued loss of shingle tabs from wind. On 04/01/2015 continued loss of shingle tabs from winds. On 04/12/2015, continued loss of shingles and shingle tabs from winds. Most recently, hail damage caused noticeable damage to the west side the home - siding, screens, soffits/facia. While numerous roofs on my street have been replaced because of the hail damage, I am unable to make a claim because any further claims will result in cancellation of the policy.

Desired Settlement: Ultimately, the roof needs to be replaced. The shingles are reported to be Certainteed Organic shingles, which was a manufacturing problem. However, most significantly, I am unable to make a claim at this point due to hail damage unless I am willing to have my insurance cancelled. American Family never paid out any money for the first 2 claims however they are using them to count against me. American Family needs to reinstate my original policy that provided for full replacement cost, as well as remove the two previous claims that were never paid out. Despite the shingle defaults, American Family has insured the roof since it was built. They should be responsible for replacing the roof under the policy that was in effect at the time of the original claim in 2010.

Business Response: October 14, 2015

 

BBB of Wisconsin
10019 West Greenfield Avenue
Milwaukee WI 53214

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

 
The above complaint/inquiry 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 the complainant within ten business days from the date of this letter.

  

Sincerely,

 
 


10/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was rear ended going down the highway at 65 mph while I was 7 mo.pregnant and I had my 2 yr.old in the car,by one of their carriers 5 mo. ago and they won't even settle with me,I had to pay for all my doctor bills and by another var out my pocket.

Desired Settlement: I want compensation for my car that was totaled, my doctors bills and my injuries

Business Response:

September 28, 2015
 

 
BBB of Wisconsin
10019 West Greenfield Avenue
Milwaukee, WI  53214

 

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

 
 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.


 

Sincerely,

 

 

Consumer Response: American Family Insurance sent me a what I felt was an automated reply of a link to their web page.Shows me they might not be all about families....considering the link to my closed case I had made against their insured was never resolved.Interesting conclusion when My family including my 2 year old daughter and myself 7 and a half months pregnant were rear ended at over 60mph by their insured.I was told by American Family that I need a witness.I suppose my 34 yr old fiance in the passenger seat of my vehicle wasn't enough. What about our totalled 94 caprice classic?looks like to my Family we were to little of a family to measure up to theirs.?

Business Response:
October 9, 2015

 
 

BBB of Wisconsin
10019 West Greenfield Avenue
Milwaukee WI 53214

     

RE:   Complaint
File Name:    ***** *****, your file ********

 

The above complaint/inquiry 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.

 
Be advised, a response was sent directly to the complainant on 10/6/15 and all concerns were addressed.

 

Sincerely,



10/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i have had American family insurance for 50 years. On November 19th, 2014 I was a passenger in a car drivin by ***** *******. we were hit by an uninsured motorist and I sustained a whip lash injury. After paying 3000 dollars and saying every month that they would no longer pay for my treatment, they have stopped paying for treatment. ***** had uninsured motorist insurance and she has been a customer of American Family insurance for 40 years. they are not fulfilling their contractual agreements with us and this is a bad faith problem also. I also have uninsured motorist insurance with them. they also insisted that this would be paid under *****s regular medical insurance and not under the uninsured motorist portion of her insurance so that they would not have to give me a settlement. I want treatment to be reinstated and to be paid by American family insurance and I expect a settlelment.

Desired Settlement: continued chiropractic care until I am finished , fulfillment of the uninsured motorist policy and a settlement for pain and time spent going back and forth to Janesville for treatment.

Business Response:

September 25, 2015

 

BBB of Wisconsin

     

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

 

The attached complaint/inquiry 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 the complainant within ten business days
from the date of this letter.

 

Sincerely,

 


Consumer Response: American family insurance has sent me a letter stating that they would give me a settlement of 1500 dollars and pay my chiropractor to date.


THAT IS NOT ACCEPTABLE.   WHY?


BECAUSE I AM STILL IN PAIN AND I AM SEEKING A SECOND OPINION BY GOING TO A MD. SPECIALIST IN MADISON NEXT WEEK.

ALSO BECAUSE THAT IS PEANUTS AND IT IS AN INSULT AND IT IS THE  LOWEST AMOUNT THAT THEY CAN MUSTER.

BECAUSE THEY WERE SO NASTY AND STOPPED PAYMENT SEVERAL TIMES WITHOUT REGARD TO THEIR FIDUCIARY RESPONSIBILITY TO ME.

AND MOST OF ALL BECAUSE THEY LIED WHEN THEY SAID THAT THE CAR HAD ONLY A FEW SCRATCHES ON IT AND SO IT WAS NOT MUCH OF AN INJURY.  ALL DOCTORS AND CHIROPRACTORS AND ATTORNEYS KNOW THAT WHEN THE CAR HAS LITTLE DAMAGE THAT THE BRONT OF THE FORCE OF THE IMPACT IS FELT BY THE PERSON IN THE CAR AND THIS CAUSES GREATER DAMAGE TO THE PERSON, NOT LESS.

I AM TIRED OF THEM TRYING TO TWIST THE TRUTH TO AVOID THEIR RESPONSIBLITY TO ME AS A PAYING CUSTOMER AND TO THE DRIVER, ALSO A PAYING CUSTOMER.  

I WILL ONLY SETTLE WITH CONTINUED PAYMENT OF MY MEDICAL NEEDS AND AN AMOUNT THAT IS NOT A SLAP IN THE FACE.   ******* ******

Business Response:



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

The above additional complaint/inquiry 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 the complainant within ten business days
from the date of this letter.

Sincerely,



Consumer Response: i would rather do this over the phone.  and I am going to contact them to see if they will give me any more money.  I have sent this out twice with detailed info about them but you did not ever get them.

so please notify me when you get this and by that time
I can make up my mind about how I want to handle this.

I have

10/19/2015 Problems with Product/Service
10/18/2015 Billing/Collection Issues
10/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: At the beginning of June 2015, my garage was in good condition. On June 15th the bricks on the front of my garage began to collapse, I filed a claim that night. Prior to that there was a lot of rain and bad whether that may have contributed to the problem. Stash Property Restoration came out and did emergency removal of the debree that fell as well as removed my vehicle from inside of my garage. Stash sent me an invoice of approximately $1,200. Stash hasn't been paid yet and they have informed me that they were going to put a lean on my property, and that my account was going to be in collections. It is my insurance companies job to make sure that things like this don't happen, it their job to represent me professionally and make sure things are handled financially. My adjusters name was ****** *********, and her managers name was ***** ********. I have emailed him about this situation. It cost $6,600 for my Garage to be repaired. American Family Insurance sent me a check for 2,143.57. The check sent to me is not enough to cover the cost of repairs on my garage. Because of the state of my garage the items inside have been damaged. I sent both invoices to ***** ********. I have yet to hear from Mr. ********. A contractor told me that the bricks and the limestone should've been saved, because the bricks weren't saved the price of repair has increased. Claim Number : ******************

Desired Settlement: I was told to submit the invoices to ***** ********, so that they could reevaluate my claim. I want Total coverage of my property damage. I would also want Stash Property Restoration to be compensated for their services.

Business Response: Tell us why here...September 29, 2015

Better Business Bureau of Wisconsin



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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,


10/11/2015 Problems with Product/Service
10/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was an excellent customer of American Family Insurance for many years. My vehicle, as well as my home were both insured through this company. I began to notice that my insurance rates were increasing and not offered at a competitive rate in comparison to other insurance companies. I began to shop around and found another insurance company that better fit my needs and lifestyle. I selected this company to become my new insurer and initiated cancellation of both of my policies through American Family. The official date of cancellation of these policies was 7/27/15, officially documented in statements of my own as well as in documentation provided by American Family in a "Credit Balance Statement" submitted to me by mail. My policies would have expired (if not cancelled) with American Family the next month on Tuesday, August 11th. From the cancellation date to August 11th, 2015 American Family was provided fourteen business days in which to process this cancellation and make the required in-house documentation/adjustments to their accounts in order to reflect termination of my policies with their company. Despite this, they submitted for payment to my bank (I had had my auto insurance deduction set up from my bank account) the monthly car insurance payment. As I had terminated my policies with them two weeks prior to this date (8/11) the request for payment was of course rejected. This incurred a "Returned Bank Item Fee" in the amount of $25.00 for American Family. American Family then deducted this $25.00 from a refund I was due on the house insurance monies I had paid. It is unconscionable that this company would dare to steal my money in this way to refund their own charges, due to some kind of incompetent internal error on their part. I am shocked at the consummate NERVE of this company. I DEMAND that you return MY money to me immediately. Do ethical business dealings and policies, especially as they relate to customers, mean nothing to you?

Desired Settlement: My desired resolution to this complaint would be to receive the $25.00 taken from MY refund that American Family deducted in order to replace the bank fee it had been charged.

Business Response:
October 2, 2015

 

 

 

BBB of Wisconsin

10019 W. Greenfield Ave

Milwaukee, WI 53214
 

 

RE:   Complaint
File Name:   
 

 

The attached complaint/inquiry 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 the complainant within ten business days
from the date of this letter.

 

 

Sincerely,

 

 

 


Consumer Response: [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,

**** *****

9/29/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: American family has delayed and passed the buck now 3 times to an investigator who indirectly accused me of sabotaging my boat for a claim. 100 percent false and no grounds. Snooped around the marina asking same questions of my mechanic. We agreed on a day last friday so i coupd be present. He showed one day earlier without my knowledge. Now the enginge is surely junk Extremely disappointed in poor commun ication and zero follow up 25 yr faithful multi policy disgruntled customer 11 days out still no answers or response from upper management

Desired Settlement: Pay fair market value of boat and trailer

Business Response:


September 17, 2015

      

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

         ID
Number:                    ********

 

The attached complaint/inquiry 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 the complainant within ten business days
from the date of this letter.

 

 
Sincerely,

 
 



Consumer Affairs Advocate

American
Family Mutual Insurance Company


9/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: american family insurance does not want to cover my vehicle from being repaired due to one of there insurers hitting my vehicle.

Desired Settlement: american family insurance should pay to have my vehicle fixed to pre loss condition

Business Response: Tell us why here...

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

         File ID number:              ********

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

9/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After a major hail storm with a ping pong sized hails with strong wind capacity on mid May of 2015, we filed a claim (claim # 865-040864) to our American Family Insurance on May 20, 2015 for the two glass windows (the big half moon glass window located in the living room and the one double hung window in the kitchen) that were damaged by hail. They later sent an inspector to our home for inspections and weeks later we received a check for about $4000.00 after our $1000.00 deductible to cover for the exterior of the house but NOTHING mentioned or covered for our broken glass windows. We then contact our home insurance company again along sending them video and photographs to the claims adjuster. In a meantime, we also have a glass company to come out to give us an estimate on replacing two new glass windows and it will cost about $3000.00 to $4000.00. We submitted the proposal to our claims adjuster. A week or two later, they sent another inspector to our home for another inspection on our windows. About 2 weeks ago, we received a denial coverage letter from them. We then asked them for a detailed explanation of the denial. On Sept 9, 2015, we received an email from the Catastrophe Claims Adjuster stated that "On8/27/2015-Per request from your office, we performed a re-inspection for rear elevation window glazing damages. Per insured, the two window glazings on the rear elevation were damaged by hail. The one double hung wood window with double pane glass shows damaged to outer glazing at the base of the sash, but there is no damage to the window screen. The screen is set on the outside of the frame resting approx. 3 inches from the glass. During re-inspection, a finger at the location of the glazing damage pushing with significant force toward the glazing, was still approx. 1-1.5 inches from the glazing. Due to this, it does not appear possible for hail to have caused the damage. The other half round window pointed out shows a hole in the outer glazing that is consistent with a BB gun hole. This too is not consistent with hail related damage. Insured stated that the half round glazing was approved for replacement, but it is not on the original estimate. The amount of approx. $1,400.00 dollars on the estimate is for painting windows due to damage to current coatings, not window replacement. The contractor bid presented is to fully replace the two rear windows with glazing damage, which is not warranted. We have provided photos to review. No changes have been made to original estimate at this time." We would like them to replacement our broken glass windows. It is obviously due to hail damaged and NOT from a BB gun and impossible to have a ping pong ball sized hole in our double hung window with damaging the screen that is set outside of the window. With the strong with capacity and big hails, it can compress the screen and damage the glass window. Please assist us on what we can do to have American Family Insurance replace our two broken glass windows. Thank you for looking into the matter and we hope to hear from you soon. Your prompt attention is greatly appreciated. Sincerely, ***** ***

Desired Settlement: Would like American Family Insurance to cover and replacement our windows. Thank you!

Business Response: September 14, 2015

 

 

September 14, 2015

 

 

 

BBB of Wisconsin

     

     

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days
from the date of this letter.

 

 

Sincerely,

 

 

 


9/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: American Family Insurance is the insurance carrier for my residence. On August 2, 2015 my house was pelted with hail. The roof, gutters, doors, and windows were all hit by large 2 inch hail. The wind lifted up shingles on the roof. American Family hired a "consultant" Hancock, which claims there is no damage, despite the fact that a house only a few houses away was approved for a new roof for hail and roof damage...(not sure what insurance company approved it).

Desired Settlement: Pay for a new roof, gutters, windows, down spouts.

Business Response: September 16, 2015 
 

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

I am in receipt of the above mention complaint correspondence.  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.

However, our Company received a formal complaint from the Office of the Commissioner of Insurance; therefore,
our response will be sent directly to the Commissioner’s Office.


Sincerely,

 



Consumer Response: American Family Insurance still refuses

pay on the claim. They are very good

at taking in fees, but not very good

at paying claims.  Two inch hail hit my 

house, but yet they claim there is no

damage to the roof, doors, gutters,

down spouts, windows, and vents.  

Yet a neighbor got their roof approved 

by their insurance company?   

Business Response:



September
18, 2015 

 



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

 



Again, I am in receipt of the above mention additional complaint
correspondence.  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.



However, our Company received a formal complaint from the Office of the
Commissioner of Insurance; therefore,

our response will be sent directly to the Commissioner’s Office.





Sincerely,

 

Consumer Response: 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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

9/21/2015 Advertising/Sales Issues
9/20/2015 Billing/Collection Issues | Complaint Details Unavailable
9/13/2015 Billing/Collection Issues
9/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had a tornado-storm go through and somehow my whole house generator switch was blown up ($7000) and other damage to the house. They are refusing to pay the claim saying it was flood damage. My house sits on top of a hill. Typically it cannot flood unless like in this case it was wind driven My house did NOT flood by mean so water being backed up against the foundation and seeping into the house. We are not even sure the damage was from water. I spoke to someone at Am Family and asked that he request a report from the generator company and get their expertise opinion as to why the generator blew up. He wouldn't even talk to them. My agent also e mailed him and asked him to reopen the claim. Never heard a work back. I don't know what else to do. They are not sending anyone else out or acknowledging me or my agent in any way.

Desired Settlement: I would like them to send someone out and then they would understand how the house does not flood and is on a hill. I want them to repair the switch or whatever is blown up on my generator and replace the basement flooring that was damaged. Someone needs to call the generator people and have them write a report as to what they think blew it up.

Business Response:

September 8, 2015



BBB of Wisconsin
10019 West Greenfield Avenue
Milwaukee, WI 53214



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


The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.


Sincerely,




Consumer Response: American Family has just ignored me. I haven't heard from them at all and I would like another adjust or or rep out to reevaluate the claim and talk to the generator company to get a report as to what repairs need done and what caused the damage. We don't even know if it was water related or a power surge or for sure exactly what blew up the switch. All we know for sure is a tornado went through and power linesman do trees were  down all around. This is all storm related damage to my home and it was not flood damage because water leaked through th walls or however they are trying to say.

Business Response: September 11, 2015

  

BBB of Wisconsin
10019 West Greenfield Avenue
Milwaukee, WI 53214


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

 
The attached additional complaint was received today.  As stated in our September 8, 2015correspondence, due to Privacy issues we are unable to send our response
directly to you.

 
I have asked the appropriate department to research the concerns and respond directly to the complainant within ten business days from September
8, 2015.
 

Sincerely,

 

Consumer Response: [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,

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

9/7/2015 Problems with Product/Service
9/6/2015 Problems with Product/Service
8/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I spoke with ******* ***** on the phone and explained my situation, that my monthly bill was $11 higher then what I was told the bill was going to be on the phone. Instead of crediting the difference I get a $26.39 bill for a collections agency. I only had American Family for less than a month and was not pleased with the service I was given. He didn't even call me back when I had questions about the policy. I just left messages.

Desired Settlement: I don't even care about the $11, it's the principal that has me upset. That's why I'm not with American Family anymore. I would like the bill from collections to be taken care of.

Business Response:

August 19, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

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

Consumer Affairs Advocate

American Family Mutual Insurance Company


8/31/2015 Problems with Product/Service
8/22/2015 Problems with Product/Service
8/18/2015 Problems with Product/Service | Complaint Details Unavailable
8/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have insurance through American Family Insurance and I had A car accident , It has been eight Months since I filed A claim and the claim adjuster -***** ** *******-repeats the same request for medical records which have been provided by both me and the hospital,doctors,rehab facility at least three times and she still refuse to pay my claim. My credit has been affected and I think she is dragging her feet because I am a old senior citizen with no power to do anything. After I fired my lawyer she just stop processing my claim.

Desired Settlement: American Family Insurance should pay the claim of $10,000.00

Business Response: July 13, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ****** ********* The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely,

Consumer Response:

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 talked to ***** ******* today- She is again requesting info from a previous accident that  I had at work from a utility co that I retired from in 2008. In 2006 I had a accident but was cleared to return to work in 2007. Ms ******* is using this accident to not pay the claim for the car accident. I feel that this company and especially Ms ***** ******* will do any thing not to pay a claim. My credit is being affected and I have no recourse but to make payment arrangement. I  feel that if I were not a old senior citizen she would not be running over me like this---It is tough getting old ---and I am surprised at the disrespect that is paid to the elderly -in talking and the way business is conducted.    ****** *********

Business Response: July 27, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ****** ********* The attached complaint/inquiry 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 again research the concerns and respond directly to the complainant within ten business days from the date of this letter. Sincerely,

Consumer Response: 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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: June 11, 2014 a client of American Family insurance ran into the side of my car. I was in the left turn lane and she decided that she wanted to turn left also, did not see me, and ran into the front passenger side of my car. She admitted to the police officer and to me that she "Just did not see her".and that she was "fully covered" by American family Insurance.The police report showed that I was not the driver at fault. American Family refused to accept liability for the accident. Because they refused, it went to subrogation and then arbitration and I did not get my deductible returned by State Farm ( my insurance company) for 13 months! During that time American Family contacted me only once and that was to take a statement from me shortly after the accident. I incurred a cost of $348 for a rental car for a week because there was more damage to my automobile than was first apparent. American Family did not reimburse me anything for the rental car although I asked State Farm to include that in the settlement with American Family.

Desired Settlement: I believe that since it was proven that American Family's client was at fault in this accident, they should reimburse me the $348 for the cost of the rental car since their client told me she was "fully insured".

Business Response: July 20, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee WI 53214 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 the complainant within ten business days from the date of this letter. Sincerely,

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AmFam has acted in poor faith and denied a claim on a policy that was paid but then cancelled with no communication to the proper parties. On January 9, 2015, ******* ***** effectively totaled the 2003 Ford Expedition in Mankato, MN. Over a week later, it was discovered that the policy number 1854-7280-01-66-FPPA-MN (03 FORD EXT)on the account 014-387-972-86 had been cancelled effective November 20, 2013. Working with their agent ******** ******* (Sonny's) office, they figured out that the payment that was made on November 14, 2013 of $212.91 made in person at their office in order to bring the account current, was applied to the second vehicle only under the account by American Family's Headquarters. This application did not reflect our intentions, or any communication by our representatives at the office. Further, both vehicles appeared on the following bill of December, which was also paid in full ($171.70). A renewal card for the dates of 11-24-2013 through 5-24-2014 was issued for the Expedition. Therefore, we had no indication that the policy had been cancelled. The lien-holder on the Expedition, Affinity Plus Credit Union, was also not notified. One renewal cycle passed where we did not receive a card, but this was overlooked by all parties. On the day of the accident, the office was contacted where ******* and the Police Officer on-site were assured that the policy was active and was covering the vehicle. The receptionist then filed the claim and arranged for the vehicle to be towed.

Desired Settlement: American Family should uphold the policy and pay on the vehicle and damages. They need to review and revise their billing and cancellation policies so that all parties, agents and laypersons, can fully and clearly understand. Any cancellations should be communicated clearly and repetitively with all parties to give them every chance to remand payment. They need to act in good faith and follow upfront business procedures.

Business Response: July 9, 2015 BBB of Wisconsin RE: Complaint File Name: ******* ***** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

This is simply a stall tactic where the company can give us the run-around. We will be contacted by the same officials who will reiterate the previous response. We need new and higher placed employees to review this in order to achieve the necessary changes in their billing structure.

Regards,

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

 

 

Business Response: July 10, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ******* ***** The attached complaint/inquiry was received today. The response due date remains July 23, 2015. We thank Ms. ******* ***** for her patience as we review her initial and additional complaints. Sincerely,

Consumer Response:

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 not heard from the business yet, as their estimated reply date is 7/24.

Regards,

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

 

 

Business Response: July 20, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ******* ***** Thank you for forwarding the additional comments from Ms. ******* *****. As previously advised, our response is being sent to Ms. ***** directly. My records reflect that a response was mailed to Ms. ***** today, July 20, 2015. Respectfully,

7/28/2015 Problems with Product/Service | Complaint Details Unavailable
7/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/19/15, we experienced something no family should go through, a fire in our home. Our adjuster is causing us continual undue stress and complications. Our contractor, Rich Construction, called and informed American Family Insurance he was going to do the repairs and the cleaning for this loss. Our adjuster told the contractor that they would not be doing the cleaning and they already assigned this contract. It amazes us that the adjuster, *** ****** from American Family Insurance, took such a hard stand on fighting the contractor regarding who was going to clean the house. *** ****** would not accept the contractors es***ate until the cleaning portion was removed. Rich Construction felt *** ****** from American Family Insurance had no right on telling them how to do their job. During this process, our family stayed at a motel. American Family was failing to locate temporary housing for us. Our contractor found us temporary housing with one of the companys they work with. American Family Insurance accepted the proposal and all parties agreed on the price and where we would finally get to stay during this disaster. On the following day, *** ****** of American Family Insurance cancelled the agreement. He then absolutely refused to speak with Better Home Relocations and turned us over to his recommended company. When we accepted a home with ALE Solutions, we did not find out until after we signed the contract that we would have to wait an additional three weeks until we could move in because the house had yet to be cleaned! That meant three more weeks in a motel room. We have so much added stress in dealing with Mr. ****** of American Family Insurance. We feel this experience has been disrespectful and unprofessional. We also feel we are being bullied by Mr. ****** and American Family Insurance to make decisions we are uncomfortable with. He has raised his voice to my wife and myself like we were kids, demanding we go the way he wanted.

Desired Settlement: We would like the adjuster to let us, the homeowners, make our own decisions. We would also like the contractor to be able to do his job and make decisions regarding the restoration work. We would like the adjuster to stop micromanaging our decisions and the contractors decisions. We feel as if we want the kitchen to be painted white, he will yell at us and say it has to be yellow!

Business Response: July 6, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: **** ***** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely,

7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was involved in a car accident on 07/05/13, it was the other driver's fault -She went to Court and had traffic tickets. I had numerous Doctor's appointments for different treatments: Clinical at Centegra Physician Care, Chiropractor therapies for more than 6 months, Psychiatrist and Psychologyst sessions due to PTSD, Anxiety and Panic attacks as a result of the accident. I have missed several day at work among dealing with all my issues above. The Expiration period is approaching and even though I wanted to settle this claim since 03/15 American Family Insurance Company just sent me a letter with an offer that does not seem fair to me: $3000 for my pain and suffering.... including ALL medical fees. Could you please help me? I think the the company's Adjuster, is taking advantage of the soon to be an expired grace period of 2 yrs on 07/05/15 that is a Sunday and the adjuster will be on vacation. This is my information: Claim Number: 00-645-032247-0700 Our Insured: ****** * ****** Date of Loss: July 5, 2013 Injured Party: ***** ********* Our Company Name: American Family Mutual Insurance Company

Desired Settlement: A fair settlement for my pain and suffering, and medical expenses.

Business Response: July 2, 2015 BBB of Wisconsin RE: Complaint File Name: ***** ***** ********* The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely,

7/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is a complaint against AFIG (American Family insurance Group). On September 26, 2014 a Roofing contractor covered by AFIG damaged my deck and roof. The roofer submitted in a claim to AFIG and then disappeared. A few days after the roof was completed we had heavy rain and the roof leaked in several places. I informed both the roofer and the roofer’s insurance company. It took five months for the insurance company to get someone out to my property. In the waiting I had to contact my insurance company in hopes to get the issues resolved. My insurance company declined my claim because it was damage caused by poor workmanship from the roofer. After around six months of waiting AFIG acknowledged liability and issued me an settlement offer. The estimate/settlement was full of mistakes and does not cover the needed repairs. I have tried to contact AFIG but with no luck on resolution. I need help resolving. One example was the estimate to repair my deck. AFIG offered 541.58 to repair. I had several contractors bid all turned down the work do to the newness (one year old) of the deck and the fact the stain was less than a year old. I finally had Sherwin Williams send their representative out and they agreed to fix at a cost of $3000.00. My roof and drywall damage still needs to be address, but for the time we have stopped the leaks by covering the bad areas.

Desired Settlement: increase the settlement offer to cover needed repairs

Business Response: June 30, 2015 BBB of Wisconsin RE: Complaint File Name: ****** ******* The attached complaint/inquiry 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. Today, we also received an Ohio Department of Insurance complaint from Mr. *******. We will be responding to that complaint and will not be responding to the BBB complaint. The DOI complaint response is due to the OH DOI by 7-10-2015. Sincerely,

7/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a claim against one of your insured. The adjuster handling the claim has offered what I feel is a low settlement and he refuses to explain to me what the offer specifically covers and why it is so low. He says it covers everything and I can not tell what part of the claim he values so lowly. I have asked for a change of adjusters more than once and he refuses. He just reminds me that I have the option to go to court.

Desired Settlement: I would like to know what value represents each part of my claim. Example: Injury, time, trauma, stress ect...

Business Response: June 12, 2015 BBB of Wisconsin RE: Complaint File Name: **** A ****** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely,

Consumer Response:

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.

On 6/15 I was contacted by ****. 

He had the wrong claim# and thought the offer for my scooter was fair. Once I pointed out I was not on a scooter he asked if I was driving a 96 Explorer, nope that wasn't me either. Finialy found me in the system and determined he was on the collision side and could not help me. He did agree that it did not seem right that there was not a break down of the offer extended me. 

He said he knew by adjusters boss and would ask him to call.

On 6/17 ******** called and said he was my adjusters boss. I was told he would have offered me less and they were not legally under any obligation to explain any details of the offer. In fact he made me feel like he felt like their offer was a gift and had no feeling at all about my totaled car, trip to the hospital follow up doctor appointments, pain and lost time ect..


He did not address my complaint at all.

No effort was made to work out the issue!

Regards,

**** ******

 

 

Business Response: July 2, 2015 BBB of Wisconsin RE: Complaint File Name: **** ****** The attached complaint/inquiry 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. We have received a Washington Insurance Department complaint for Mr. ****** and will be responding to that complaint. We will not be responding to Mr. ****** for his continued postings to the BBB site. Sincerely,

Consumer Response:

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.

Their response simply states they are not responding to the complaint.

This shows no effort on their part to resolve the issue and they continue to find ways for fairness not to enter their way of doing business.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ******

 

 

7/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is a bit complicated, but I'm going to try to spell it out as best I can. A few years ago I was insured through American Family, I had found a better offer and a much more convenient office or me, so I switched insurance companies. After I had switched I was told by American Family that I could not switch until my next renewal date and that I was still responsible for what was left on my premium, I disagreed and refused to pay for a service that I'm no longer using. My mother was still insured through American Family and my son recently turned 16 and got a car, since he lives with her, they added him to her insurance. She had full coverage on her vehicle, which is still being paid off. He only put liability on his car for a number of reasons. Earlier this month she was informed that they had taken full coverage off of her car and put it on my son's car, took the liability off his car and put the liability coverage on her car, all done without any consent whatsoever. When asked why this was done, they told her it was because I still owed money from when I dropped them as my insurance provider. As far as I know, this isn't even legal, changing someone's coverage without any consent is absurd, let alone a shady practice if it is somehow legal to do. I'm looking now, but I'm relatively sure this debt has already been paid back to a collection agency, even though there's no reason for them to continue to get paid when not providing a service. This action on their part needs to stop immediately.

Desired Settlement: Fix the liability and full coverage swap that's been done and leave me alone for switching insurance companies.

Business Response: WI BBB 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ***** * ******** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely,

6/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently discovered that American Family Insurance owed me some money from a claim that was filed many years ago. I spoke with ****** ***** who informed me that I needed to submit a copy of my bankruptcy papers showing that Wells Fargo, the previous lean holder to the vehicle was included in the bankruptcy. I faxed over all of the requested documentation on May 20th. I have sent her 3 emails to follow up since then. Today is June 12th and I sent her another email asking what the status was, her response was the same as it was before - "I'll contact you when I hear back from them". In my email to her I mentioned that I've been trying to be patient, however this money could really help right now as I'm having to relocate my grandmother due to her husband unexpectedly passing away last Monday - Kristi could have offered her condolences, did she? No! That is poor customer service right there. On one of the emails I sent to her I had to reforward it to her 2 days later because she had yet responded.

Desired Settlement: I am requesting that the amount of money that is owed to me is paid to me. There is no reason why this money cannot be refunded to me.

Business Response: June 12, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: **** E ***** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely,

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *****

 

 

Consumer Response: Hello,

I am not accepting their response because it not indicate if/when I will receive the refund that I'm entitled to. If American Family Insurance releases the check to me then I will be happy with closing this out.

Thank you,
**** *****

Business Response: June 16, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: **** E ***** The attached additional complaint/inquiry was received today. Mr. **** ***** has not received a response from American Family as of yet. He only received my acknowledgement letter, via the BBB, to the complaint. The response due date is June 26, 2015. Again, I have asked the appropriate department to research the concerns and respond directly to the complainant. Thank you for your patience. Sincerely,

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *****

 

 

6/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Extremely ride adjustors, purposely making me wait to get claim handled. Offered a small percentage on an insurance claim that is 100% their fault. Police report and my insurance company both state other party is at fault and they refuse to pay. It has been 2 months since my car was totaled and I havent seen a penny. Tried "denying" my case without even looking at the pictures of the area and how the accident happened?

Desired Settlement: I want the true value of my car, reimbursement for the rental car I had to get the first week to keep my job, and reimbursement for the mental anguish of losing my job due to lack of transportation especially while in the middle of a child custody case. My health issue regards my mental health. My car is my lifeline, and my world jas been turned upside down without a vehicle. If they agreed to 50%, why haven't I at least seen that? This is making me go crazy.

Business Response: June 25, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ***** ****** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely,

Consumer Response:

[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,

 

***** ******

 

 

 

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: was rear ended by a client of American family insurance group. insurance claim adjuster ****** ***** has refused to pay the claim on my vehicle.

Desired Settlement: would like my vehicle fixed

Business Response:

May 28, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

 

 

RE:   Complaint File Name:    **** ***  ***** ****, your file ********

 

 

The above inquiry 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 contacted the complainant directly, requesting additional information. Once we receive that information, will forward the matter to the business areas involved, who will provide a response directly to the complainant.

 

 

Sincerely,

 

 

 

 

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 the response is unacceptable that is their canned answer to situations such as these I have heard this before.  I want my car fixed and fixed rright

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 same ol' mumbo jumbo from these guys.  I reject this reply emphatically

Business Response:

June 11, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

 

 

RE:   Complaint File Name:    **** ***  ***** ****, your file ********

 

 

Correspondence regarding 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.

 

Please note, we are awaiting a responses to our emails sent to Mr. ***** **** asking for more information.

 

Sincerely,

 

 

 

 

6/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March 30, we emailed our American Family Insurance agent about a leak from our roof onto our front porch. She responded that that we need to have a roofer come out inspect the roof for damage. She also gave an explanation of a defective shingle from a company called Atlas Chalet. She said if we ended up having this shingle that American Family Insurance would not cover defective shingles, only storm damage. She also said that if we had this type of shingle that American Family would likely non-renew our policy. On April 16 a roofing contractor inspected our roof and said that we had wind damage. In addition he verified that the shingles were Atlas Chalet. On April 17 we emailed the agency to begin the claims process. On April 24 the American Family Insurance adjuster assistant and the roofing contractor inspected the roof. Both the assistant & the contractor that inspected the roof claimed that the wind damage was enough to warrant a full replacement. The adjuster that did not see the roof, on the other hand, gave us a report that American Family Insurance would replace only 54 shingles, but no indication that they would be "like-kind quality". We called American Family Insurance claims supervisor to request a second inspection by a different adjuster. We were told that they do not do that, but we could have the contractor send a detailed report. On May 4, the roofing contactor sent a report to the original adjuster. After 7 days of no response, on May 11 we sent an email to the claims adjuster requesting response to the report sent by roofing contractor. After another 7 days of no response, on May 18 we sent a second email request for response. Also on May 18, we called the agency to report that the claims adjuster had not responded for 2 weeks. The agency spoke to the claims adjuster and he recommended that we pursue the manufacturer for replacement because we have Atlas Chalet Shingles. The manufacturer claims there is no issue with the shingles. On May 19th we got a second opinion from another contractor. He agreed with the first contractor and the assist inspector, that since Atlas Shingles are discontinued, and there is storm damage, the only proper fix would be a full replacement of the roof. This coincides with what the GA State Insurance Commissioner said on the Fox5 News Atlanta reports with Randy ******. He named American Family Insurance as one of two insurance companies not paying to properly repair roofs in our area, which would be with like-kind quality shingles. We have had American Family Insurance for 5 years and this is our first claim.

Desired Settlement: Full replacement of roof with like-kind quality shingles.

Business Response: June 9, 2015 BBB of Wisconsin RE: Complaint File Name: *** ****** The attached complaint/inquiry 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. American Family has received a GA DOI complaint and will respond directly to the Georgia Department of Insurance and will not be responding to Mr. ****** directly. Sincerely,

Consumer Response:

Better Business Bureau:

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

American Family Insurance said they would not respond to our complaint through the BBB, but would instead respond to the Georgia Department of Insurance. Therefore, our complaint has not been addressed or resolved at this time.  We have no option other than to wait and see if they respond to the Georgia Department of Insurance. 

Regards,

*** ******

 

 

Business Response: Thank you for forwarding the additional comments from the complainant. As previously advised, our response will be sent to the Georgia Department of Insurance. Respectfully,

6/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: American Family Insurance refuses to pay out additional money owed for an accident their customer caused. I am left with over $1000 in losses due to their mishandling of my total loss claim.

Desired Settlement: I want a refund for my loss in car payment due to their delays caused during the market evaluation process, in addition to this i want the remainder of the loan paid off as they promised.

Business Response: June 8, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ****** ****** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely,

6/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Family hires an outside company to perform property inspection last year someone road by and did a property inspection on my home so this guy said I need a roof so he reports it to my agent my agent calls me and says hey you need to put in a claim you need a roof so ok I put in a claim first calling out a roofing company to inspect the roof and to give a bid the roofer said you have hail damage & some blistering so took all this info and submitted to my agent so she submitted it to whoever so American Family sends out an adjustor he said no the roof has a maintenance issue which they don't cover he said that there's hail damage on your vents and your back gutter is bad so my question is how does the vents have hail damage but the roof doesn't so i'm like ok whatever so they want to stick an SCB) on my house which lowers the value of my home . so the roofer and the adjustor meet go on the roof together the roofer completely backs out of what he said so this will be my next complaint against this roofing co. so the adjustor still says no so what they want is for me to pay for my own roof for the issues it has this is wrong in the worst way I've had AmFam for 15/16yrs and only filed 2 claims against them and this second one is the one im telling you about in my above statements and this one is so confusing because they called me and told me to put in the claim. so please help me thanks M.*******

Desired Settlement: to replace my roof this is what is pay for monthly so that when something goes wrong they are supposed to take care of it especially when this all started with them.

Business Response:

May 29, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

 

 

RE:   Complaint File Name:    *******  *******, your file ********

 

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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

 

Consumer Response:

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.

Consumer states issue is not resolved.

Regards,

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

 

 

Business Response:

June 5, 2015

 

 

 

BBB of Wisconsin

10019 West Wisconsin Avenue

Milwaukee WI 52314

     

 

 

RE:   Complaint File Name:    *******  *******, your file ********

 

 

The above inquiry 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.

 

As indicated in our previous correspondence, a response will be sent by June 12th which is ten business days from the date of that correspondence.

 

Sincerely,

 

 

 

 

6/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is a formal complain to American Family Insurance regarding the manner in which they dealt with hail damage to our roof that occurred on April 28th, 2014. For context, we have been clients of American Family Insurance for 20 years now and we have never made any serious claims prior to this. After the hailstorm in April, our roof, along with our neighbors’ roofs, was damaged. Naturally, we filed a claim to American Family Insurance (AFI) to get it fixed. We called on a Saturday, and the first inspector sent over insisted on coming the following Monday. When we requested that he come on a later date so that we could make arrangements to be at home and meet him, he flat out rejected the suggestion, saying there was no need for us to be home, clearly indicating he didn’t wish to meet us. After his inspection, he claimed there was no damage to the roof or shingles, only slight damage to the aluminum cover of the vent. We weren’t too sure of his diagnosis, particularly since all of our neighbors had successfully filed for roof damage with their insurance companies and go their roofs fixed. So, we hired a professional roofer to come take a look. The roofer immediately found damage on the roof itself and took pictures of the damage, which he sent to AFI. In response, AFI sent a second inspector. Once again, this inspector called on a Friday and insisted on coming the next Monday. This time, we were firm in requesting he come at a time when both we and the roofer could also be available. On the chosen day, the inspector arrived 20 minutes early. He did a very brief inspection, checking only a portion of the roof, and claimed there was no damage. The roofer then arrived, on time, and wished to show the inspector the damage. At this point the inspector REFUSED to be shown the damage and even yelled at the roofer to “shut up”, when the roofer requested he look at the other side of the roof. The inspector claimed he had never seen the pictures sent to AFI and that if there was actually damage then he must be “an idiot”. Following this, we filed a complaint to AFI over the conduct of the second inspector and the fact that our roof was still damaged. At this point, AFI refused to send over a third inspector and instead wanted a third-party appraisal. We agreed to have an appraisal. Our appraiser did a preliminary inspection of our roof and concluded with 100% confidence that there was damage, and agreed to represent us. The appraiser chosen by AFI was from the St. Louis area. As is typical, both appraisers must agree on an umpire in the case of disagreement. The AFI appraiser sent us a list of potential umpires, but upon further examination, all of the umpires on the list were either located in the St. Louis area and did not want to travel all the way to northern Chicago or they were associated with AFI. Our appraiser did not agree with this clearly biased and unrealistic list and asked for additional names. The AFI appraiser did not respond. In fact, the AFI appraiser has been completely ignoring all attempted communication (email, phone, fax..etc) from our party since September, 2014. It has been about nine months now and we have still not heard anything from the AFI appraiser. When we contacted AFI about this, they claimed that the situation was out of their hands and nothing could be done until the two appraisers agreed on an umpire. It is now June of 2015, and altogether, we have been dealing with this situation for over 12 months now. We believe that American Family Insurance has acted extremely unscrupulously in this matter. We have expended a great deal of time, energy, and money, in the attempt to reach a reasonable conclusion, but in every case have been rebuffed by severe rudeness and amazingly poor customer service. All we wish is to have our roof fixed, but we are truly shocked by the degree of inconsideration shown by American Family Insurance.

Desired Settlement: We want our claim be fairly handled by AFI. We want AFI can appoint an appraiser who close to Chicago area and willing to work with our appraiser, so they can choose an umpire, and make an agreement for the damages.

Business Response:

June 5, 2015

We received this complaint 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.

I have asked the appropriate departments to research these concerns and will have a response sent directly to the complainant within ten business days from the date of this letter.

Thank you,

**** ******                                                                                          

Consumer Affairs Advocate                                                                                                                                                                 

American Family Insurance Company

                                                                   

 

6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We received a notice from American Family Insurance that they will be canceling our homeowners policy in July 2015. Reasons given were for three weather related claims that we made in 2010,2012, 2014. They have not given any other reason for this. Our agent, ******* ***** also received that notice, but did not contact us to let us know. They claim that there is nothing they can do for us. We did not pick this agent, have NEVER met the guy, and he does nothing but sit back and collect his commission from our property and vehicles. We have been with American Family for about 15 years and have only filed two legimate claims in all of that time.

Desired Settlement: I want to know exactly what I have been paying for all these years and I want my homeowners insurance re-instated or I pull all of my business from them and will give no good reference for anybody.

Business Response: June 3, 2015 BBB OF WI 10019 W. Greenfield Ave Milwaukee, WI 53214 RE: Complaint File Name: ******* **** The attached complaint/inquiry 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 the complainant within five business days from the date of this letter. Sincerely, ***** * **** Consumer Affairs Advocate American Family Mutual Insurance Company ###-###-#### X30799 consumeraffairs@amfam.com

Consumer Response:

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. They stated that they would get back to me in 5 business days. That came & went yesterday with no response from anyone at American Family. I am not at all happy with them, as their customer service attitude really stinks.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* ****

 

 

Business Response: June 11, 2015 WI BBB 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ******* **** The attached complaint/inquiry 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. I checked on the status of this complaint and see that a written response dated June 9, 2015 was sent directly to Mr. ****. Thank you. Sincerely, ***** * **** Consumer Affairs Advocate American Family Mutual Insurance Company ###-###-#### X30799 consumeraffairs@amfam.com

Consumer Response:

[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,

 

******* ****

 

 Thank you for all your help.  We have since found out that our agent Aris ***** was the problem.  We are going to change to an agent who cares and takes care of business.  If we would have not notified you he would have just let us go.  No help at all.

Again thank you for all your help

 

6/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been insured with American Family/***** ***** since 5/2013. I have my homeowners and 2 vehicles with them. A year or so ago my bosses son had an accident and he found out he did not have rental reimbursement. When I heard this, I called ***** and asked if I had rental reimbursement. He said no and I told him to please add it, which he did. In March of 2015,I called ***** and asked him what the savings would be per month if I dropped comprehensive from my policy for both vehicles. There was a significant savings, so I told him to go ahead and cancel it as both cars were old and I didnt think anyone would want them enough to steal them. Just to be safe, I sent an email that said: Just to be sure, comprehensive covers theft and fire, yes? I told him it was a go and that ended that. The following month, my auto debit from American Family went through but it was the same, no credits were applied. I called ***** *****'s office and asked the girl if my policy was changed. She said no, but she could see the quotes ***** had sent and she would put it through. Around the 6th of May, I saw that the new payment had been put through and all seemed OK. On May 14th 2015, I was in an accident. My car was pretty bad. I called ***** *****'s office and spoke with *****. I told her I wanted to report an accident and that I needed car rental information because my car wasn't drivable. She told me I didn't have rental reimbursement. I told her yes, I did. I looked at my insurance card and saw the RR. She said I needed to talk to ***** because all I had was liability. She said if you cancel comprehensive insurance, you automatically cancel other coverages -- one being rental reimbursement. I said WHAT, I have nothing?? She put me on hold to speak with *****. ***** got on the phone and wasn't very nice. He said he had emails. I said I do too. I sent him the emails where I reiterated that COMP was just fire and theft. He then said he could go back and reinstate the collision but he wasn't going to pay for a car. My car sat in my drive from 5/14/2015 to yesterday, 5/21/2015 waiting for American Family to reinstate collision which was added after I had to give a sworn statement to AmFam corporate on what happened. So, a week has gone by and I am renting a car that I will not be reimbursed for nor is it being repaired because I am waiting for AmFam to reinstate my coverages because my Agent made an error. I've paid thousands of dollars over the last 2 years to maintain and insure my property. The ONE TIME I have a claim, I do not have the coverage I thought I had because the AGENT MADE A MISTAKE! This is NOT fair. I want restitution from this Agent. I want the car rental coverage that I DID NOT CANCEL to cover my car rental. Please call me if you need any further information.

Desired Settlement: DesiredSettlementID: Refund Refund of the cost for the rental car I am using until my vehicle is repair.

Business Response:

May 29, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

 

 

RE:   Complaint File Name:    ****  *****, your file ********

 

 

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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

 

Consumer Response:

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 did not receive a letter from American Family in reply. There was nothing to review!! The letter posted here states for privacy purposes, we cannot post our response. Please forward me a copy of American Family's response.

Thank you,

**** T *****

 

 

Business Response:

June 4, 2015

 

 

 

BBB of Wisconsin

10019 West Wisconsin Avenue

Milwaukee WI 53214

     

 

 

RE:   Complaint File Name:    ****  *****, your file ********

 

 

A follow up on 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.

 

As stated in our last correspondence to the BBB, a response will be sent directly to the complainant by June 12th, which is ten business days from the date we were first notified of the complaint filed with the BBB.

 

 

Sincerely,

 

 

 

 

Consumer Response:

[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,

 

**** T *****

 

 

 

5/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid American Family insurance company $482.97 from October 27,2014 a December 27,2014. I went to the Thirnton Road office on October 27,2014 to pay my premium. The amount due $81.09 was lower than I usually pay and the agent told me to call the corporate office to have my questions answered. I called corporate on November 24,2014 to make a payment because my local agent office had closed. I was then told amount due was $261.56. The agent told the bal of October carried over to November due to the billing cycle not allowing them to put the total amount due. Certainly this made no sense to me but I paid $150 by check and the agent informed me that I had until the 6th of December to pay the balance. I called the corporate office on that date and paid the balance of $111.56. I called back on December 27,2014 to pay my premium when I was informed my policy was cancelled due to non payment on the 19th of December. The representative told me I had a balance of $98.00 that was due on the 19th. Once again I am confused because I just paid almost $300 in a 30 day period. I then had to pay another $150 to reinstate my insurance. I continued to pay different amounts every month after that up until March of 2015. The premium has been $118 every month. First time I had consistency with this company for over a year. I was stopped by the police on May 17, 2015 and sited for suspended registration. My registration was suspended 8 days after I made payment of balance I was told due and 4 days before my payment due date. My car has been unregistered for almost 6 months with me having no knowledge of this. American Family does not feel their incompetence and lack of knowledgable representatives are at fault. I spoke to a live rep. Every time I made these payments and was never informed of subject for cancellation. This company has dropped one of my cars when I added another and I was uninsured for over a month with no knowledge until I received a letter and fine from the state of Georgia. American Family did pay the fine because they acknowledged their mistake.. American Family cancelled my insurance after I paid them $482.97 from Oct.27,2014-December 27,2014. They feel they are not at fault for taking my money and canceling my policy.

Desired Settlement: I feel American Family should pay the fine for suspended registration to the state of Georgia dept. of revenue and tag office. The court cost or fine for suspended registration and wages lost due to me having to go to several officesand court to try and rectify this situation that should have never happened.

Business Response: May 20, 2015 WI BBB 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ******** ***** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely, ***** * **** Consumer Affairs Advocate American Family Insurance Company ###-###-#### X30799 consumeraffairs@amfam.com

5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was carelessly smashed by a Am Fam Insured back on March 4, 2015. The process took over three weeks for them to contact me about their position of responsibility. I was very hurt in the accident, I had a concussion but I knew that I would be okay so I felt that I did not need medical assistance. I did not pursue any type of legal action. i assumed that they would take care of my car situation with providing access to a comparable replacement vehicle. The assumption was not correct. They have told me that they are done with me. The American Family Insurance employees have offered me less than wholesale value to replace my car. This means that I will have to dig out thousands of dollars to get equal value. I believe that this company is taking advantage of me and my situation that they have put me in.

Desired Settlement: I need a fair market payment for the replacement of my car. The value is of my car is $12,850. for an above average condition with 92K. This has been verified by Manheim auto auto auctions.

Business Response: April 27, 2015 BBB of Wisconsin 10019 West Grenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ***** ******** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely, *** * ******* Consumer Affairs Advocate American Family Insurance Company ###-###-#### X30799 consumeraffairs@amfam.com

Consumer Response:

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 not heard from American Family Insurance in anyway what so ever.  I feel that they are just going to make me take a loss on this situation.  I want to be clear in this response  about what happened.  


I did not drive erroneously in anyway to cause me to be in this predicament.   I did not play a hand at gambling on blackjack nor did I invest in bad stocks.  I do not feel that I should have to shell out  a few thousand dollars to obtain equal transportation because the insured of American Family drove carelessly and totalled my car. American Family Insurance is being very unfair and is taking advantage of me.  It is now 2 months and I still do not have a car.  This event is causing me great financial harm.  I am besides myself in grief over the indifferent attitude of American Family Insurance and their people.  

 

I feel that the nonchalant treatment that American Family Insurance personnel have is indicative of the way they buffalo all consumers.  It is down right borderline criminal.

Regards,

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

 

 

Business Response: May 1, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ***** ******** The attached additional complaint information was received today. As indicated in our previous communications, I have asked the appropriate department to research the concerns and respond directly to the complainant within ten business days. Sincerely, *** * ******* Consumer Affairs Advocate American Family Insurance Company ###-###-#### X30799 consumeraffairs@amfam.com

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

5/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was rear ended by a client of this company. In Indiana, and according to the police report, it is clearly their clients fault. He was cited for following too close. He also had a blood alcohol content of .07 which according to the Indiana BMV does affect response time. I was slightly injured however am ok. I am not seeking any compensation other than the repair of my car. They are refusing to pay for that.

Desired Settlement: pay for repair of my car

Business Response: RE: Complaint File Name: ******* * ******** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely, ***** **** Consumer Affairs Advocate American Family Mutual Insurance Company ###-###-#### X30799 consumeraffairs@amfam.com

5/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Our Agent was taking our money and not paying our premiums for the last 8 to 9 months or maybe even longer and I did not find out until March. And *** ****** passed away in February and she did this to a lot of her costumers in the neighborhood. And I have been with American Family insurance Company for over 25 years and been with *** the last 16 years, I know American Family is trying to make this right but now I have to pay February because they can't find it and pay March. And the last 15 days of March because I Cancelled March 30 2015, and went to another Insurance Company but does not excuse what she did and she is representative of the Company and the Company said that they were ready to do some thing but she died, didn't tell anyone until it too late and still think American Family should have did something to stop this from happening it's not fair US as customers

Desired Settlement: There is nothing anyone could do because she died and the Company has there logo making dream come true when I was defraud really I would like to sue but can't because no one would help me and I feel they should pay and let other people know how they really don't care about people that they put us throw

Business Response: RE: Complaint File Name: ***** * ******* The above complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely, ****** ***** Consumer Affairs Advocate American Family Mutual Insurance Company ###-###-#### X***** *************************

5/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Agent ***** ****** changed our deductible without our being aware of it until the new insurance cards arrived. We want all deductibles on the cars at $100 (we never even requested that she change it so we were blind sighted to say the lease). She changed it without our consent or authorization. When we made her (***** ******) aware of this, she said she would correct it. Two weeks later we received our new cards showing the deductible is now at $250. We want it back to $100 - that should have never been changed in the first place. Now she is not responding to our requests (nor is ******, her **** *******). email sent to ***** ******* - area ******** ****** ******** on 4/17/2015*****,I am forwarding you a copy of this email trail (see below) for your reference. My husband and I have been customers of American Family together since 2006. My husband was a customer of American Family for years even before 2006. I am appalled by the level of service and lack of competence by ***** ******. As you can see below, she changed our policy without our authorization. We made her aware of that - several times - via email 2 weeks ago. And now, she once again, incorrectly "fixed" the problem. We want to be back at a $100 deductible on BOTH vehicles that we never authorized being changed to $500. After multiple emails to her, our deductible is now $250. We want it back to $100 and rates exactly what they were before she touched our policy without our approval!As a matter of fact, changing our deductible to $500 was never even discussed - she simply mentioned it one time in an email reply as a way to save on our monthly rate (and this is common sense anyways).

Desired Settlement: DesiredSettlementID: No settlement requested - for I've already filed a complaint with the ******** ********** ** *********.

Business Response:

April 27, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

 

 

RE:   Complaint File Name:    *********  *****, your file ********

 

 

The above complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

**** * ******

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

American Family Mutual Insurance Company

###-###-#### ******

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

5/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I FILED A STORM CLAIM FOR MY ROOF ON MY HOUSE, THEY SENT OUT A INSPECTOR, SHE TOLD ME THERE WAS SOME DAMAGE BUT DUE TO DEFECTIVE SHINGLES I WAS DENIED A SETTLEMENT, APRROX A YEAR LATER THEY SENT ME A LETTER STATING THAT I NEED TO REPLACE MY SHINGLES OR MY INSURANCE WOULD BE CANCELLED. I FEEL THEY TOOK THE EASY WAY OUT . I HAVE HAD THERE INSURANCE FOR MANY YEARS AND NEVER MADE A CLAIM, THIS IS MY FIRST CLAIM WITH THEM AND I WOULD BE AFRAID TO FILE ANOTHER FOR SOMETHING ELSE BECAUSE I FEEL THEY WONT STAND BEHIND THERE SERVICES

Desired Settlement: STAND BEHIND YOUR SERVICES AND REPLACE MY ROOF INSTEAD OF TURNING IT INTO MY PROBLEM, I PAID FOR A SERVICE AND I FEEL IM NOT GETTING IT

Business Response: April 20, 2015 BBB of Wisconsin RE: Complaint File Name: **** * ****** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely, ****** ** ***** ******** ******* ******** American Family Mutual Insurance Company ###-###-#### ****** *************************

4/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We met the terms of an insurance policy claim for an animal that died during the process of loading. (Covered under their Option 10 #5.) Since it happened on a weekend, the claim was promptly reported on Monday. The person that answered the phone assured me that the carcass could be hauled away to alleviate the sight and smell for the landlord. The conversation with this individual was recorded and acknowledged by her coworker who called back later that day. The first lady told me that considering the circumstances, that the insurance company would in no way hinder the process of getting her disposed of. I insisted that if a Veterinarian was needed to post the cause of death, I would need to contact one immediately and postpone any removal. She again reassured me this was not necessary and to go ahead with the removal process. After being later contacted that day, a different person said that the animal should have been posted and when I told her of the conversation earlier with the first lady, she also said that she probably shouldn't have agreed to not posting the animal, but since it was a failure to follow protocol on their end, this person would try to take care of it and if there were problems, she would call me back. She requested photos and since I figured they might come in handy, I already had photos taken and emailed them to the requestor. In the meantime, my wife informed me that the animal was picked up around noon that same day. When I had to resend the photos due to their server not letting files through that large I then told her that the animal had been picked up. I later sent the registration number and birth date. (Which she couldn't even get right as she listed the wrong breed in the denial letter.) But instead of calling back, one week later I got a denial of the claim in the mail. This is not only unethical, but it certainly is not fulfilling the business policy as stated. This is the second claim that this company has refused to pay. And the irony is that these are the first and ONLY two claims we have ever tried to get some sort of coverage on.

Desired Settlement: Pay the claim they are entitled by law to cover

Business Response: April 14, 2015 BBB of Wisconsin ***** **** ********** ****** ********** ** ***** RE: Complaint File Name: **** ******* The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely, **** * ***** Consumer Affairs Advocate American Family Mutual Insurance Company ###-###-#### ****** *************************

4/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My business is being dropped by this agency for our insurance policy after 15 years and nearly $100K in on time payments. In attempting to find the reasons behind this, we have been given the run around, beginning with the agent who I am filing this complaint. When we were first made aware of this happening, we were told by the agent that several claims have been made against our insurance. These incidents we were not at fault for and should have been subrogated through the at-fault party/insurance company.When I refuted these claims, the story from the agent changed to "Oh sorry, we actually meant you have too many tickets". The story continues from there on multiple phone calls to the 800 number, underwriting department, etc in which we have received 4 different answers to our questions and the buck passed again to the next department.The main premise of my complaint with this agency is the lack of research taken to explore my policy before being contacted, dropping policy with no SET AND DEFINED reasons as to why, and the terrible customer service I have received in my interactions with the agency and Julie specifically.As a business owner, my time is extremely valuable, and now I am spending my time scrambling to find another insurance company. This whole experience has been EXTREMELY frustrating and time consuming. This is what I am expecting from this agency and/or business:1. When my new prospective insurance agency calls your organization to view my claims and driving history, I EXPECT that what is in your system is only what is VALID. Claims that are filed when we are not at fault should NOT be counted against me and my business. 2. A fully explained and written letter from the agency or company explaining the reasons for the discontinuation of coverage and where in the policy these things have exceeded their "threshold" for continuation of coverage. 3. A copy of what is being kept in our records for other insurance companies to use to ensure it is fair and valid.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I have already determined that I am going to find another carrier due to this incident and I EXPECT the following from this agency- Please see above for my resolution.

Business Response: April 14, 2015 WI BBB **** **** ********** *** ********** ** ***** RE: Complaint File Name: ****** **** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely, ***** * **** Consumer Affairs Advocate American Family Mutual Insurance Company ###-###-#### ****** *************************

4/20/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
4/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: AMERICAN FAMILY INSURANCE-***** ******* ****** ********** ***** CONTACTED THIS AGENCY ON OR ABOUT THE 11TH OF AUGUST 2013 TO CANCEL MY INSURANCE POLICY DUE TO MOVING OUT OF STATE. I TOLD THEM NUMEROUS TIME TO CANCEL MY POLICY BECAUSE I NO LONGER WISH TO DO BUSINESS WITH THIS AGENCY. THEY INSISTED THAT I TRANSFER TO ANOTHER AGENT IN THE STATE OF GA. I FIRMLY DENIED THIS REQUEST MANY TIMES AND HAD WROTE THEM A LETTER TO CANCEL MY AUTO POLICY. I HAVE RECEIVED NO RESPONSE AND APPARENTLY THIS AGENT IS NO LONGER WITH AMERICAN FAMILY INSURANCE. THEY HAD PLACED ME IN COLLECTIONS FOR AN AUTO POLICY OF $120.00. I NEVER AGREED TO TRANSFER ANY AUTO POLICY TO THE STATE OF GA.

Desired Settlement: PLEASE CORRECT AND REMOVE THE COLLECTION FROM MY CREDIT REPORT. AMERICAN FAMILY INSURANCE IS IN VIOLATION OF THE FAIR CREDIT REPORTING ACT BY NOT BEING ABLE TO PROVIDE ACCURATE INFORMATION DUE TO THE AGENT NO LONGER EMPLOYED WITH THIS COMPANY. FTC COMPLAINT WILL BE FILED

Business Response: April 8, 2015 BBB Of WI RE: Complaint File Name: ****** ***** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely, ****** ** ***** Consumer Affairs Advocate American Family Insurance Company ###-###-#### X***** *************************

4/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was hit by their policy holder and totaled. They admit liability. In working with their Claim Adjuster (** *****) he continually offers an amount that is not even remotely close to "making me whole" or enabling me to replace the car. I provided data on local car prices which he refuses to acknowledge, he just repeatedly told me to contact an attorney if I refused his offer. They hired an independent assessor in Pennsylvania who indicated he normally submits a worth estimate based on comparable cars selling in this area but that Mr. ***** specifically requested he not submit that in this case. I filed a Customer Service complaint on 3/31 with my Letter of Demand (with evidence) requesting a Supervisor to reply to me. On 4/2 Mr. ***** called me back (despite my request for a supervisor, said he had my letter but did not interact with it, simply saying he did his due diligence and now quoting an even lower settlement amount). I indicated I did not wish to speak with him further but a supervisor and he said I would be called on 4/13, another 10 days without a car.

Desired Settlement: That they consider my evidence for a legitimate settlement of $7000 not the $5600 figure I am being quoted with inappropriate evidential support.

Business Response: April 8, 2015 re: **** ******* Dear Ms. ******, The attached complaint/inquiry 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. We have received other communications from Mr. ******* and will be responding to his concerns in a timely manner. Sincerely, ****** ** ***** Consumer Affairs Advocate American Standard Insurance Company of Ohio ###-###-#### ****** consumeraffairs@amfam.com

Consumer Response:

[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 ********, the initial response was not sufficient but they did eentually a supervisor and the claim has been settled although I was not fully satisifed with the resolution as they would not interact with the evidence I presented. But the claim is settled.

Regards,

 

**** *******

 

 

 

4/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Family Insurance is denying a claim that is stemming from an employee breakage, the company is claiming that they do not cover breakages caused while employees are working only items that are damaged that an employee is not working on. The claim happened when an employee picked up a customers award to dust, the award had a base that flipped over causing the employee to drop the award (we are provide cleaning services within peoples homes). This damaged both the award as well as the floor, AMFAM is claiming that they do not cover the award in this situation because they fall under two broadly worded clauses in their terms and conditions. The first argument that they are using is, the statue was damaged during normal business operations. The exact wording is section J (5) That particular part of real property on which you or any contractors or subcontractors working directly or indirectly on your behalf are performing operations, if the "property damage" arises out of those operations. However this section does not apply since dropping the award is in no way part of our operations so unless our dusting procedures included dropping awards on the ground (they don't by the way) the employee could not have been "preforming operations". As I attempted to explain to them numerous times this exclusion was very clearly written to exclude claims where the companies operations are what caused the damage (i.e. using the wrong chemical) not accidents like dropping an item (in fact accidents is exactly what this policy was purchased for). They are also attempting to use section J (4) Personal property in the care, custody or control of the insured. I again explained to them that an object cannot be in someones control if they drop it unless they did it intentionally since if someone unintentionally drops an item they by definition loose control of it. Again this exclusion was obviously included so that if employees intentionally broke items AMFAM would not be liable not so that they could interpret whatever they wanted as "control or custody" and deny any claim they wanted. Their final argument was this is all covered on a separate policy, yet this makes the least sense of all. I simply cannot imagine a company saying "No, don't cover employee damage, just damage caused by employee damage." So there obviously would not be need in this case for two separate policies. Finally we have had several similar breakages in the past and they have all been covered without question (making me think even more that they are simply making this up) when I ask them about this they are saying they should never have covered them, which I find very convenient since this is the largest claim we have ever made suddenly items that were previously covered are no longer covered.

Desired Settlement: I want AMFAM to cover the items they said they would cover when I purchased this insurance (it was represented to me as a policy to cover employee breakages) and I would also like them to update their policy exclusions (not just for me but for everyone with this policy) so that we can ensure that this type of "misunderstanding" never happens again. If AMFAM continues to claim that their interpretation is correct then they misrepresented the policy when it was sold to us and we were never properly covered, if this is the case than we will request a refund of all premiums paid.

Business Response:

BBB of Wisconsin

 

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

 

Consumer Response:

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.

This is not an answer to my complaint.  I will update BBB when/ if they do provide a response but based on my previous interactions with this companies "dispute resolution specialists" I do not have very high hopes.

Regards,

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

 

 

Business Response:

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

 

 

Our claims area has already spoken with Mr. ****** regarding his continued claim concern.  Our company has provided both a written response dated 3/9/15 and now a verbal response has been provided to Mr. ****** as well.  You may contact the complainant directly for confirmation.  At this time, our company considers this matter close. 

 

Sincerely,

 

 

 

 

Consumer Response:

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.

What?  You consider the matter closed because you called me and wrote me without offering any form of solution, all you did was just restate the original reason that I was upset.  In what world do you live in where that is a resolved complaint?  This matter is not resolved and will not be until AmFam offers a reasonable solution so that we can ensure this problem does not happen again.  

Regards,

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

 

 

3/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My recent agent ****** ****** retired. I was transferred to another agent ******* ********. Due to a random surveillance of property I've been harrassed and discriminated against the new AF agent I've received Closings and new agent referral. I've lived in a modular 1300 sq ft home. The agent that is attacking me for discrepancies lives quite well and there is no comparison to homes. Also try to change and get new agent, not possible. I feel the agent is not a dedicated professional agent. American Family Insurance has let me down. Also false advertising woo with the help follow my dreams. Its been a nightmare with American Family Insurance. I've been harassed for years and want money settlement for all the inconsiderate action they have put on my family and life.

Desired Settlement: I want to change compas to Gordon Ins and restitution for all the standards I cannot keep with AFI Insurance I want reinstate to my account. Also moneys for being compensated for standards. I cannot keep for I am 100% disabled American veteran of the arm and cannot do what what want

Business Response: March 16, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee WI 53124 RE: Complaint File Name: **** ******* your file 10533986 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 the complainant within ten business days from the date of this letter. Sincerely,

3/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughters car was hit (Totaled) in front of our home on 01/03/2015 at my home at xxxxxxxxxx. I contacted my insurance company the same day letting them know of the accident the opened a case and said they would get back to me once they received a police report. I was never contacted by American Family Insurance so I called them wondering what was the hold up, I was then told that the police had not given any insurance information and the case was closed, because we only had liability on my daughters car. With that I called the police department and asked for the actual police report, when I went to retrieve it the police report gave the owner of the vehicles name address and insurance information I then called the insurance company to give them this information and also question why I was doing their jobs! The information on the police report states that the car that struck my car is insured by American Family Insurance and so am I was stunned to find out that they were unable to retrieve info from the police department and that we both were insured by the same company. They reopened the claim again on 01/26/2015, After I provided all the info no adjuster had come out to look at my car to date so I called in to follow up and ask if someone was coming out and what I should do with the totaled out car that is sitting in the back of my home I was told them that they would send someone out and that the claim was under investigation because the owner of the car said that the car had been stolen at the time of the accident, again with this information I called the police department and asked if there had ever been a report of the car being stolen and they said there had never been a report of the vehicle being stolen, so this information has only ever been reported to the insurance company. As of today I called again to follow up and was told by Ram that the claim has been denied because there investigation has shown that the car was indeed stolen. I feel that the situation has been handled in an un-ethical manner and I dont feel we are being treated fairly in any way shape or form. I am asking for help in this situation I dont know what else to do I pay my insurance each month to American Family Insurance only to be treated like a criminal when I am indeed the victim. Account_Number: 23444423-01

Desired Settlement: DesiredSettlementID: Refund I would like my daughters car to paid for.

Business Response: March 17, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI 53214 RE: Complaint File Name: ****** ****** The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter. Sincerely, 

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While on vacation the home that we currently reside at unfortunately ran out of oil, this seemed to be a cause of the extremely cold winter, an unforeseeable event. While we did order more oil to replenish the furnace it came too late. The water and heating pipes burst. This caused damage to the home, specifically the heating system. The adjuster denied our claim and placed inaccurate information within the write up, one such example is a notation that the home was vacant. This is untrue as we have our personal belongs within the location and claim Wisconsin as our home of residence, we are recently retired and would like to spend time vacationing when possible. To no avail the adjuster has continually expressed that he will not revisit the decision and that there is no way for this claim to be reviewed by another party. I have paid all my monthly payments and will continue to do so, but to make his decision a deciding factor for two retirees is beyond comprehensible. There has to be other avenues, he also stated to my son, who is trying to help with this situation, that at no time do they even pay for a portion of the claim out. Seems to me that the insurance business is either an all or nothing, in this case...NOTHING.

Desired Settlement: I believe this claim should be paid out.

Business Response:

March 13, 2015

 

 

BBB of Wisconsin

     

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

3/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was informed by American Home Insurance that an amount of $99 was coming to me as new resistant roofing shingles were applied in October of 2014. =I paid the Homeowners Insurance thru American Family for the full year in February. Paperwork from the new shngles was given as the Company has a policy for better shingles that grants a premium. When I contacted the Agency, ***** ***** Agency about my check I was told they ate it up by giving me new improved items on my policy. I never asked or was told abou thiese new, improved items. Product_Or_Service: Home Owners Insurance from American Famil Account_Number: 05bx649301

Desired Settlement: DesiredSettlementID: Refund Just send me the $99, please.

Business Response:

March 6, 2015

 

WI BBB

      

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

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

Consumer Response: The information is in the complaint. The issue is $99.00isthe TOTAL PREMIUM RETURNED your words on the bottom  of Policy, actually $99.20. When I called the Agency the ***** ***** Agency I was told that is was applied to new features. I never asked for any NEW FEATURES! The policy was paid up front and ran from Feb. 22, 2014 tto Feb 22. 22, 2015. The NEW Features policy runs fromOct. 1, 2014 to end of Policy year. The only feature is the great new shingles that were applied in Oct., 2014 that qualified us for a premium reduction of that $99. I'm still looking for that check. Peace, **** *********

Business Response:

March 9, 2015

 

 

WI BBB

10019 West Greenfield Avenue

Milwaukee, WI 53214

  

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

 

The attached additional complaint/inquiry 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.

 

American Family received the original complaint from the WI BBB on March 6, 2015 and it was referred to the appropriate department to review the insured’s concerns. American Family’s policy is to provide a response within ten business days from the receipt of the original complaint, and we will respond directly to Mr. *********. 

 Thank you.

 

 

Sincerely,

 

 

 

3/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been wrongly billed for a vehicle I never owned and sent to collections due to American Family's error! My mother purchased an auto policy through American Family and her agent at the time was **** ******. He told her that she could qualify for a multi-car discount if she would add my vehicle (even though I did not live her). So we added my 2011 Chevy Cruze in May 2013. My health began to decline a few months later. On April 11, 2014 I had to sell my car due to my health issues. We notified **** that same day so he could remove it from her policy. We told him that I DO NOT DRIVE ANYMORE. This was all communicated via a phone call. The following month my brother had to move in with our mother and she added him to her auto policy. Although he came to visit me from time to time to help me around my house, he lived and therefore "garaged" his vehicle at her house. Shortly after this move I received paper work on an auto policy paper work and insurance ID cards at my residence in both my name and my brother's name with my previously sold vehicle's information all over it. I told my mother about this and she said she called ****'s office and spoke to his assistant ******* ******** who stated it was a "cutting & pasting error" that they pasted my previously removed vehicle's information in to the policy instead of my brother's vehicle. So when the corrected forms came it showed my name listed first and my brother's name listed second and his 2014 Mitshubishi Outlander info as well as MY address. I emailed **** and never received a response (which was the norm for him...if I ever got a response it was his assistant responding from his email account. The same assistant that has made many previous mistakes including this one). I had my mother call because I should have nothing to do with the policy and it should only show my brother's name and his vehicle at my mother's address. For some unknown reason this is hard for **** and or ******* to understand. ******* made up some sort of excuse and it still never was fixed. When ever additional mailings about bills or anything else would arrive it would come in my name only at my address, but with my brother's car. After many errors and nothing ever being taken care of my mom chose to leave American Family insurance in November 2014. We heard that **** had left this agency around the same time my mom canceled all of her policies with them, but ******* was still there as well as a new agent to take his place. My brother lost his job shortly after this so the final bill that came in my name at my house but for his car (because why would our agent every correct anything despite our many emails and phone calls). He has been unable to pay the final bill due to no income yet American Family still kept ignoring me when I received that bill and gave them the correct name and address to bill it to. Now it has been forwarded to Credit Collection Services. It is not fair that I am being sent to collections for a car and a bill that is not mine because American Family is too ignorant to make the corrections after a dozen requests!!

Desired Settlement: I want American Family to REMOVE MY NAME, ADDRESS, etc etc from anything to do with the 2014 Mitshubishi Outlander. They need to notify Credit Collection Services that this collection request is invalid and to remove it and reverse all negative credit reporting that they have made in my name and cease all collection efforts on this. It should be billed to my brother, ********** ***** ** **** ***** **** ********** ** ******

Business Response:

March 3, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

 

 

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

 

 

The above complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

Consumer Response:

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.

Nothing was resolved or done by American Family. I was just given an excuse for why they couldn't do anything. It just seemed like I was being blown off.

Regards,

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

 

 

Business Response: March 18, 2015 BBB of Wisconsin 10019 West Greenfield Avenue Milwaukee WI 53214 RE: Complaint File Name: ******* *****, your file ******** 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, the appropriate department researched the concerns and responded directly to the complainant. Sincerely, **** * ****** Consumer Affairs Advocate American Family Insurance Company ###-###-#### ****** *************************

Consumer Response:

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.

It appears that this is not going anywhere since no one will follow through with contacting me. Apparently I need to contact the CEO of American Family. 

Regards,

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

 

 

3/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled with american family insurance. Weeks afterward, they continued to automatically pull that insurance amount from my banking account. On January 21st, 2015 I contacted the local agent to report an automatic bill transfer to american family insurance. I had contacted them a month earlier that I was cancelling service with them. I received an apology about this. Later I learned that this transaction caused an over draft in my account. I made them aware of this and I was told that I needed proof which entailed me giving them a copy of the statement, which I will not do. Giving a company my banking information will never happen. I have made multiple attempts to receive reimbursement for the $309.19 amount and received nothing. It has been over three weeks and this borders on fraud especially when you consider they pulled money from my account, caused an over draft and it looks like they will pay me back when it suits them or possibly not at all.

Desired Settlement: Reimbursement for the $309.19, over draft charge and the time I have spent chasing down a repayment along with contacting the BBB and other outlets.

Business Response:

March 3, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

3/14/2015 Problems with Product/Service | Complaint Details Unavailable
3/9/2015 Problems with Product/Service | Complaint Details Unavailable
3/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was hit by a car on Sept. 19th, 2014 by an American Family Insurance policyholder. I have obtained the services of an attorney. According to my attorney, all paperwork was sent to American Family Insurance on or about Dec. 31st, 2014. I was assured that the policyholder wants this settled. As of today, neither I nor my attorney have heard from American Family,

Desired Settlement: I would like what is owed me. I believe that either a) American Family is dragging its feet or b) my lawyer is cheating me.

Business Response:

February 18, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant's attorney within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

2/24/2015 Problems with Product/Service | Complaint Details Unavailable
2/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have claim number ***************, date of loss 1-27-2015,. My 1999 jeep Cherokee sport with manual transmission was rear ended by the American Family Insurance client. In the process my vehicle suffered car body damage , transmission damage , fuel gauge system damage and air bag system damage . I was compensated only for the car body damage but the other issues were not even inspected and I was not compensated for them. I have brought up these issues with the claim adjustor **** ***** and with ****** ***** but they refused to further investigate my loss. This is not fair. Due to impact to my vehicle other things can go wrong as they did

Desired Settlement: I need to be fairly compensated for the damage sustained by my vehicle . I depend on this vehicle and it needs to be properly repaired . Transmission is essential , fuel gauge is very important , air bag is my safety and due to the accident they malfunction. American family Insurance needs to get involved and help me to completely cover my loses. Fixing only the vehicle body is not fair. ****** ****, victim

Business Response:

February 10, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

Consumer Response: I will agree with the response from American Family Insurance only when I will have my car properly evaluated and all the issues related to car crash resolved . My car was rearended by their client and American Family did not compensate me correctly for damages sustained by my vehicle . Transmission damage to my manual transmission, fuel gauge damage  and air bag system possible damage  were not even evaluated . I am the victim in this accident and I am being taken advantage by the Amercan Family Insurance .  Thank you ! ****** ****

Business Response:

February 11, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

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

 

 

The attached additional complaint correspondence was received today.   

 

As previously stated on February 10, 2015, we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

2/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This agent sent me to J&J roofing company. The roof was replaced September 2014 and it is now leaking. I am not receiving service from this insurance company Product_Or_Service: Roof

Desired Settlement: DesiredSettlementID: Other (requires explanation) The roof had a warranty, and it should be repaired ASAP. It is causing damage inside the house.

Business Response:

February 10, 2015

 

 

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

 

 

The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

 

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

2/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called in October and told the agent to cancel the motorcycle coverage. I received my next billing and it was incorrect, it still had the motorcycle on it. I called the agent several times to verify that it had been dropped and I wanted a new billing. Over the next month or so--I talked with the agent and his assistant several times and told them I was concerned about my insurance being cancelled. He(the agent) assured me that would not happen, he was working with the main office to get my billing corrected. He would call me back as soon as he found out something. I was frustrated with the service over the time of my policy and was checking out a new company for a rate. I was informed that my insurance had been cancelled back to Oct. 20th. I thought it was only for the motorcyle which was correct, but she informed me it was for the auto policy also. I immediately called American Family and they verified that it all had been cancelled it on Jan. 9, effect for Oct. 20. I explained the whole story with them and there were alot of notes from the agent on record regarding my billing. She told me she could not reinstate my policy because it had been out of force for too long. She then transfered me to quoting----they were going to write me a new policy until I mentioned filing a complaint with the Insurance Commission. She put me on hold and came back and said "After talking to a co-worker, because you are going to file a complaint, we can not write you a new policy". After and hour and a half on the phone, she put me on hold again. She came back and told me that her manager had just come back from lunch and told her she could write me a policy, BUT it would be $227.00 a month instead of my previous $130.00 a month. Needless to say--------I was MORE furious. I argued with her for a very long time and they would not put me back on the premium rate--I had to be on the standard rate if I wanted coverage. I am not one to drive without insurance-----so I purchased the policy for $227.00 a month. I am furious that they cancelled my policy because the agent was supposedly working with the home office on my billing. I recieved a cancellation notice on my motorcycle on or around the 1st of January, along with a billing statement that was still incorrect. I did not receive a cancellation on the auto, just a bill. They also stated they had sent a refund check on January 9, I have not received any refund check. I would like to see some action on this with American Family Insurance and the agent. Product_Or_Service: Auto Insurance Account_Number: **************

Desired Settlement: DesiredSettlementID: Replacement I want to be reinstated at my previous monthly premium rate of $130.00

Business Response:

January 21, 2015

 

 

 

WI BBB

  

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

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* * ***

 

 I do not accept this. They were WRONG in cancelling my policy. The agent was working with the main office about my billing and there were SEVERAL notes on my account regarding this. They were only suppose to cancel my motorcycle coverage on October 20. Not my car insurance. Now i am being charged $227 a month instead of $130.00.

Business Response:

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

 

 

The above additional complaint correspondence was received today.  As previously stated, our response will be sent directly to the complainant within 10 business days from 1/21/15, which is the date the original BBB complaint had been received. 

 

Respectfully,

 

 

 

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* J ***

 

 

1/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On several occassions I brought my car to Mr. ******* for a check engine light. On every occasion he reset the check engine light/codes and told me that the car was fine to drive. On the fourth and final time that he looked at my car, the next time I started the car the engine died. I had only driven the car approx. 3 miles since Mr. ******* had last looked at the car. Mr. ******* then tore apart my car engine and gave me what seemed to be wrong with the car - and why the engine was ruined. The reason he gave me for the engine failure has now been proven to be impossible under the given state of certain parts of the engine. The work that Mr. ******* did on the car when we determined that the engine was ruined now does not allow another mechanic to find out what really happened to the car; ie. Mr. ******* started taking apart the components to the engine, and subsequently documented nothing and provided nothing but a couple of photos to show me what he did to the car. I have not been provided any documentation in regards to three of the times he reset my engine codes. I have filed complaints but am stuck in a unique position where Mr. ******* has made it impossible to find out what actually happened to my car. It is clear that he was negligent in telling me that the car was ok to drive - but he will accept no responsibility and did everything he could to make it impossible for another mechanic to find out what really happened to the car. Now I am left with a ruined engine, no paperwork for what he did to the car, and no way to find what happened to the car - and most importantly no car as it is totaled. Repairs exceed value of car. There has been much speculation on my part as to what happened, but I am not a mechanic, so every guess I have made so far about what happened to the car has been wrong, American Family Insurance has looked at the car, but not thorough enough, and they did not inspect the correct parts. There is much more info on this situation, not enough space here.Product_Or_Service: Auto RepairAccount_Number: Claim # *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: ReplacementIt is Mr. *******'s duty as a mechanic to provide me with the missing information/paperwork on my car. He can not clear engine codes and give me my car back without printing out a report of check engine codes and why it was ok to clear the codes and then tell me it was ok to drive the car. As well as incomplete documentation on other appts.It is his responsibility to replace the engine, at this point that is impo

Business Response:

January 20, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

 

 

RE:   Complaint File Name:    ******** ******** Your file ********

 

 

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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

1/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have been dealing with and insurance claim by someone who hit us for 20 plus days. It took 5 days for a response after we turned the claim in for the company to repsond with the insured persons information. We then went to one of their repair shops they recommended and got a quote for work to be done. The person who assessed the damage at the repair shop took photos and wrote up a quote. We dropped our vehicle off for repairs around 12 days later, only to be called the next day saying their was rust and damage that was previously there before the person insured hit us. She was less than respectful to my husband while communicating with him about the situation. She claims that the accident that we were involved I could not have happened as we had described, and they would only be covering one small portion of repairs that are needed. When I called to discuss the issue with the claims person she was out of office and I contacted the claims persons office who originally was in contact with us. They were very persistant they could do nothing for us and when I asked to talk to a manager they said non were available, but usually worked till 5pm. This was as 4:15 pm and I would like to speak with someone, and again she refused. After discussing with my husband I called back and ask for pictures that were sent and the insured drivers statement. The gentleman helping me tried but then was told only the claims agent handling the claim could release those even though he had access to them. I again asked to speak with a manager and was given the run around on they are not avalible.

Desired Settlement: We would like our truck repairs to be completed to the quote we were given.

Business Response:

January 16, 2015

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

RE:   Complaint File Name:    Terran  Allen

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

1/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My accident was on 12/15/14 and both insurances companies had the police report by 12/23. My insurance, AAA, determined that I was at no fault. The police report shows American Family insured was sited failure to yeild and improper turn. I have made several calls to American Family and even after being promised a call back on 1/5/15 they still have not contacted. I have left messages for ******* ******, the claims representative, and her supervisor ***** *******, but have not heard back. I spoke with a couple different "team members" of ******* ******' but still have not received a call from anyone at American Family. The claim number I am refering to is #00-145-074035

Desired Settlement: I want to receive a check for the amount to repair/replace my vehicle.

Business Response:

January 8, 2015

  

WI BBB

     

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

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

  

1/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 22 days now after my husband had a vehicle collision we are still without a reliable vehicle because American Family Insurance is taking their time resolving our claim. We have 2 small children in our home, one which has a severe life threatening allergy which I have had to walk to the pharmacy to get his medicine for and I also have a step child who lives an hour away which we are unable to pick up. I have also had to cancel doctor appointments are unable to get to the store to get groceries, and I missed out on a job opportunity because of this.

Desired Settlement: Would like to be reimbursed the 85% of the price of a rental car for all the days that we have not had a reliable vehicle for transportation.

Business Response:

WI BBB

     

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 Sincerely,

 

 

Consumer Response:

[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,

 

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

 

 

 

1/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a commercial insurance policy for my business to protect my assets in case of a loss. In June of 2014 my business was struck by lightening and all of my equipment was damaged. The AC unit and all of the refrigeration in my business needed to be repaired. My 2-door stainless steel refrigerator and ice machine were total losses and need to be replaced. I filed a claim on 9/11/2014 and no one from American Family ever came to my location to adjust my claim. Instead, the company has only paid the spoilage portion of my claim and still have not paid for my business income loss or property damage. I purchased coverage specifically for these purposes and the company is operating in bad faith. My policy is clear in that I am covered for my losses but the company refuses to pay my claim. I have never received a denial letter, nor has the company responded to the formal complaint that I filed on 11/21/14 despite the fact that they stated that their policy was to respond in 10 business days. This is the WORSE insurance experience and it is a sham! As an insured, I purchased specific coverage to protect my business and for the company not to honor this contract is a clear case of bad faith. Moreover, the agent that wrote my policy is incompetent and unavailable for customers. As a business owner I know that certain procedural processes are required in conducting business such as local licenses and permits. It is obvious that the agent that sold me my policy does not even have a valid business license or certificate of occupancy-as those documents are to be displayed for public view. Essentially, he is writing policies on behalf of American Family illegally. This company advertises services such as protecting dreams, when in reality they create nightmares with their inefficient processes and unethical business practices.

Desired Settlement: 1.) I am specifically requesting payment for my cooler (replacement value $3,000.00) 2.) To be paid for 40 days of business income loss @ $300.00 per day. 3.) An additional spoilage payout up to the limit of the policy. As my food is spoiling prematurely because I do not have the right type of coolers to store my food. 4.) Replacement of my ice machine valued at $1,000.00, and $300.00 for labor costs to have it uninstalled and re-installed. 5.) Reimbursement for HVAC and refrigeration repair invoices. 6.) Storage payment of $179.00 per month for 5 months 7.) Termination of ****** *******s contract for fraud and deceptive business practices. 8.) Training for your “Desk Claim Adjusters” so that they are competent and efficient in their duties.

Business Response:

December 29, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

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

 

 

The attached complaint/inquiry 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.

 

Please note that the company did respond to the complainant’s previous concerns, but our response was sent to her attorney.  Since the complainant is attorney represented our correspondence must be sent to the attorney.

 

 

Sincerely,

 

 

 

1/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a customer with American Family. At the end of November they took their insurance premiums for December of $181.00. I cancelled insurance with them as of December 1st. I received a bill in the mail stating that I owed them more money. I called the company and they stated that the 181.00 only covered me till the 7th of December and that I owed them for the rest. I have had billing issues with them since I started and they refuse to correct it.

Desired Settlement: I would like my money back. I believe that they are fraudulent charging me for a service that they did not provide.

Business Response:

December 23, 2014     

 

 

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

 

 

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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10355974, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *******

They sent a letter stating that if I had a credit then they would send it. They did not send an itemized letter showing where the money went or how it was being applied. I guess, I am just supposed to take their word for it. This letter is unsatisfactory for me. I would like something explaining where the money went and why I do not get a credit?

 

 

 

Business Response:

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

 

 

The additional complaint/inquiry 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 the complainant within ten business days from the date of this letter.

.

 

 

Sincerely,

 

 

 

Consumer Response:

[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,

 

**** *******

 

 

 

1/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sustained wind damage to the entire roof of our home, which upon review is a covered peril on my home owners policy but yet American Family is trying to state the roof was improperly installed thus resulting in the damages. could be try however have lived in the home for 5 years and during that time there were a few wind storms and hail damage yet the roof was just fine.Had it not been for this windstorm our roof would not have sustained the damage it did thus resulting in the entire roof sustaining damage.

Desired Settlement: I would like my insurance company to set up and pay to replace my entire roof on my home what was damaged by wind which is a covered peril in home homeowners policy.

Business Response:

December 22, 2014

 

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

 

 

The attached complain 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

12/27/2014 Problems with Product/Service | Complaint Details Unavailable
12/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ive had auto insurance for 35 yrs, about 10 of which was with american family and NEVER filed a claim. the last 8 yrs with safeco, but they kept raising rates. decided to give american family another try. signed up with them over the phone and decide to add 40k worth of renters insurance. about 3-4 weeks after writing the policy i had a theft at my home, losing a couple very valuable items, particularly a 50 yr old gibson guitar which belonged to my late father. yes it was worth 15-20k but more importantly a lot of sentimental value. so i filed a claim and several days later they sent an adjustor to my home. this man interrigated me for at least 30 minutes trying to find me at fault. obviously to find me negligent so he could deny my claim. i could have sold the guitar easily if it was about the money. 24 hours later, i got a letter from american family stating that they were terminating my coverage. WOW... they have no problem accepting my premium but , if i file a claim they want to dump me. i just cant believe insurance companies can get away with this kind of service. typical insurance company. why pay for insurance that doesnt work. Product_Or_Service: auto and renters insurance

Desired Settlement: DesiredSettlementID: Refund i havent heard from them about the claim yet, whether they are going to pay or not. thinking about hiring an attorney. also want full refund of my premium.

Business Response:

November 24, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

12/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 8-27-14 I took my car to American Auto Repair shop for an oil change, transmission service and to repair the automatic windows. When I received my car back it had a leak (possibly oil), so I had to take it back to them the following week and while it was in the shop, on 9-4-14 a fire broke out in the shop and my vehicle was one of several destroyed in the shop. American Family Insurance is the insurance company for the auto shop and following the investigation, I received a letter from American Family Insurance stating that the liability of the loss does not rest with their insured DBA AMERICAN AUTO REPAIR AND TOWING and that they must respectfully disclaim coverage in this matter. The claim number is ******************, policy number is ***********, name of insured is ***** ******.

Desired Settlement: I'd like for the insurance company of the repair shop to reimburse me for the loss of my car or find out what I do have to do to recover some of my losses.

Business Response:

November 24, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

12/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After being rudely treated by American Family, I informed their main call center that I was canceling my policy within 24 hours. One month later I received a bill from AmFam stating that I owed a full months billing for coverage. I made numerous calls to my agent ***** ********* and didn't not get a resolution. I receive another bill stating that I needed to provide them proof of coverage and that no lapse in coverage had occurred. I provided this proof an received another letter stating they needed proof that both vehicles I own were covered with gaps. I again provided them this proof. I then was notified that I was to pay $176 for coverage they had supposedly still provided even though I had canceled my coverage with them 30 days prior. I then requested that they provide all proof that I owed them money, including a request for the phone transcript where their representative had verbally told me my policy was cancelled and no further money was owed. I requested all information pertaining to this within 30 days. American Family did not provide any proof or documentation and instead sent me to collections. The collections people have refused to provide any proof that I owe this money either

Desired Settlement: I want American Family to delete te amount of $176 they still claim I owe an remove my name from collections and restore my good credit rating. American Family has not provided any proof that this is a valid debt persuant to the guidelines laid out in the Fair Debt Collection

Business Response:

November 20, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

11/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My water damage claim has not been handled well. Nor have my previous auto claims. They have been slow to respond and difficult to deal with. They have left me uninformed and living in a mess for over a month now. They refuse to restore my kitchen and my bathroom to its original condition. I need temporary housing for now as well.

Desired Settlement: I would like them to pay for all my damages and to replace all my kitchen cabinets and counter tops to match. I do not want half my kitchen with a different counter top and cabinets. I can not match the old cabinets. I would like fair payment for the work needed to access and repair the broken water pipe in the bathroom. I have been washing dishes in a bathtub for seven weeks now.

Business Response:

November 12, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

11/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Sept. 25th, 2014 our son was driving to school. He is 17 years old. He was driving his 14 year old brother as he does every morning. It was around 7:40 in the morning. My son is a cautious driver. He was approaching a green light - he did see a red car in the turn lane but as he had the right of way he proceeded into the intersection, the young man (whom is insured by American Family Ins.) turned just as my son drove into the intersection. My son slammed on the breaks and tried to avoid t-boning him, but they did end up colliding. The young man driving the other car got a ticket for Negligent Driving, he told the police, us, and American Family that the sun was in his eyes and he didn't even see the car my sons were in. We thought this would be a cut and dry case - their client admitted fault. Our insurance company found him 100% at fault. Every person we have talked to with American Family has been rude and condescending, like it's their way or no way. They are offering us a small amount which will neither fix our car or replace it. And to add insult to injury they are trying to say it's also partially my sons fault. Their final argument is that our son should have slowed down 5-10 mph when entering an intersection, I have called the police, department of roads, and the DMV and they have all told me that you should NOT slow down when entering an intersection, they said you will cause an accident or get rear-ended doing that. I have read numerous reviews online of American Family all with this same complaint, it's very upsetting when the law even finds the person at fault but the insurance company will not accept their part.

Desired Settlement: I want American Family to accept that their client was 100% at fault. Then they should pay us what the value of the car is or give us enough to repair it.

Business Response:

BBB of Wisconsin

     

     

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

Consumer Response:

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 received this exact response from the company before - from the exact same person.  They didn't reply in writing within 10 days last time they said they were going to and when I called about that they said I had talked to Rich T. and so the matter was closed.  I want to move this case forward with you as you can handle businesses which don't handle their businesses appropriately.  

Regards,

*** *****

 

 

Business Response:

BBB of Wisconsin

     

      

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

 

 

The attached complaint/inquiry 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.

 

We will be responding to Ms ***** regarding the BBB complaint sent out on 11-5-2014 with 10 business days of 11-5-2014.

 

 

Sincerely,

  

11/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I terminated service with them and they continue to send me letters to **** * ***** ********** *****. I do not live there anymore and i place the letters back in the mailbox however i continue to receive them back. Their sending letters to the wrong address also to one i do not reside at. I've tried speaking to customer service and always get put on hold for 10 minutes at a time. I do not want their business. When i was a current customer they treated me bad, now I'm not a customer and continue to be mistreated.

Desired Settlement: Need the letters to completely stop! Like i never existed. No more letters or advertisement!

Business Response:

November 3, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

11/14/2014 Problems with Product/Service | Complaint Details Unavailable
11/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim for hail damage to my dwelling. American family sent out an adjuster who found damage and wrote an estimate for the damage. Amercian family then sent out a auditor who found additional damage. I advised the original adjuster and then the claim as re-assigned to adjuster ***** ****. I requested that a adjuster come out to re-inspect the damage that the amercian Family Auditor found and Ms. **** requested that I send in photos of the new damage. I advised that that is not my job. Ms **** proceeded to advised me that I neeed to do provide this. I sent in the photos 3 different times. Ms **** then requested photos of other damage that the original adjuster had already had in his estimate. Ms **** gave me the run around for over a month and then the claim as assigned to a ******* ******. I sent in my invoices and advise Mr ****** that Ms **** faile to pay for my time sanding the decks and swing set. I sent in my time to Mr ****** along with the invoices. I have called and emial Mr. ****** numerous times. None of these adjusters return phone calls and my claim continues to drag on with outstanding invoices that I have to still pay. Mr ****** also mailed out a payment to me for contents and dwelling with the mortgate company and the work is completed. The delays, the lack of return calls and general business ethics to resolve this claim has been ridiculas. I have spent many hours emailing and calling my agent and the adjusters trying to resolve this claim and to get a phone call back. I demand payment in full and payment for my time calling and calling and calling these adjusters and taking photos and emailing them several times to Ms. ****. This is not my job.

Desired Settlement: I request the settlement of $35,000.00 for my time and the contractors invoices provided. This company and adjusters have practiced illegal fair claims practices and I will be getting an attorney to file suit so the settlemet amount will also include attorney fees.

Business Response:

October 30, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

 

 

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

 

 

The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

 

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

11/7/2014 Problems with Product/Service
10/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been with American Family for around 12 years. During the winter of 2013-2014, I had an issue with my home and contacted my agent to file a claim. An adjuster was sent to my home and spoke with my wife. He subsequently denied the claim citing that the damage was caused by hydro-static pressure. Prior to the adjuster coming to my home I had a foundation expert and a structural engineer tell me that the damage was NOT due to hydro-static pressure and cited several reasons and proof as to why. I contacted this adjuster who was extremely rude and unprofessional with me over the phone stating only that he "will not re-open the case". I then contacted my agent, *** *****, who informed me that he would speak with his boss and get the matter resolved. He further said that he would personally come to my home to review the damage, and to give him some time to work on the issue. Over the next nearly 5 weeks, I consistantly called my agent to check on the progress of the claim and was repeatedly told that he was "in a meeting" or simply "Not available". After this amount of time, I decided to go with another insurance agency, and called to cancel all of my policies with *** *****. When I called to cancel I was told that he was not available to which I replied that I needed to cancel. I was put on hold and *** then picked up the phone. I informed him that I had gone with another insurance company and he asked "Which company", to which I replied "A better one". He then said that he would like to retain my business and asked if there was anything he could do to keep me. I said no and terminated the conversation.A short time later, I received letters stating that per my request, the policies had been cancelled. I also received a bill for $123.46. Due to the fact that I had not received services that I had been paying on for nearly 12 years, and the fact that I had cancelled my insurance with American Family, I did not pay the bill. *** ***** then sent the bill to collections and I received a notice.

Desired Settlement: I will not pay for services I did not receive. I want the bill removed and the credit agency contacted to remove this from my credit report. I was not allowed to speak with *** until I wanted to cancel my policies.

Business Response:

October 16, 2014

BBB Of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53124

     

RE:   Complaint File Name:    **** * ********, your file ********

The above complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

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

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

Consumer Response: I have spoken with a representative from Am Fam and they have agreed not to pursue the $123 bill against me. This is an acceptable outcome for me. 

10/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I changed insurance companies on 07/03/2014. Now they say that I owe them for the month of July. I did not pay the amount due on 07/07/2014 because I started with another company. Therefore I do not owe the amount due to them. I have sent them two email in June requesting a reply to why my insurance had been varying each month. I never received a reply. Therefore I assumed they weren't in my business anymore. I got a quote from another insurance company in June and started with them effective 07/03/2014 way before my payment was due on 07/07/2014. Therefore I do not owe them anything. I have always paid my insurance monthly not in advance.

Desired Settlement: Credit the account and report it to the collection agency that they have sent it to.

Business Response:

October 16, 2014

 

 

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

 

 

The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

 

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

10/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: PLEASE BE ADVISED, I ***** AND ******* ****, HAS BEEN A LOYAL CUSTOMER WITH AMERICAN FAMILY INSURANCE FOR MORE THAN A DECADE AND HAS ALWAYS APPRECIATED YOUR COMPANY. WE HAVE NEVER FILED A CLAIM AGAINST OUR POLICY. AND OUR DRIVER RECORD IS GOOD AND CREDIT HISTORY. I FEEL COMPELLED TO WRITE BECAUSE NO ONE HAVE EXPLAIN MY RENEWAL POLICY INCREASE OF( $674.00) FOR MY AUTO INSURANCE AND $(108) INCREASE FOR HOMEOWNER INSURANCE. IN 2013 WE PAYED FOR AUTO(-$1,793.00) IN 2014 INCREASED TO($2,464.20) HOMEOWNER/INCREASED 108.00SINCE I HAVEN'T ANY REPLY FROM MY AGENT REGARDING THIS MATTER NOR CORPORATE I HAVE FILE A COMPLIANT WITH THE ILLINOIS DEPT OF INSURANCE /INSURANCE COMMISSIONERS. DUE UNFAIR AND DECEPTIVE TRADE PRACTICES.IF YOU ANY QUESTION PLEASE CONTACT US ###-###-#### OR E-MAIL ****sr.*****@yahoo.comSINCERELY,Requested Resolution: EXPLAIN TO US WHY, THE RENEWAL POLICY INCREASED FOR AUTO ($674.00) AND HOMEOWNER INCREASED TO $(108.00)MY WIFE AND I HAVE BEEN LOYAL CUSTOMER, NEVER FILED CLAIM NOR HAS ANYTHING WITH OUR HISTORY OR RECORDSI HAVE CALLED CORPORATE OFFICE HEADQUARTERS ASKED FOR CEO- DANIEL R SCHULTZ WITH A REPLY.MY CONCERN PLEASE EXPLAIN THE HUGE INCREASE AND UNFAIR DECEPTIVE TRADE PRACTICES.

Desired Settlement: PLEASE BE ADVISED, I ***** AND ******* ****, HAS BEEN A LOYAL CUSTOMER WITH AMERICAN FAMILY INSURANCE FOR MORE THAN A DECADE AND HAS ALWAYS APPRECIATED YOUR COMPANY. WE HAVE NEVER FILED A CLAIM AGAINST OUR POLICY. AND OUR DRIVER RECORD IS GOOD AND CREDIT HISTORY. I FEEL COMPELLED TO WRITE BECAUSE NO ONE HAVE EXPLAIN MY RENEWAL POLICY INCREASE OF( $674.00) FOR MY AUTO INSURANCE AND $(108) INCREASE FOR HOMEOWNER INSURANCE. IN 2013 WE PAYED FOR AUTO(-$1,793.00) IN 2014 INCREASED TO($2,464.20) HOMEOWNER/INCREASED 108.00SINCE I HAVEN'T ANY REPLY FROM MY AGENT REGARDING THIS MATTER NOR CORPORATE I HAVE FILE A COMPLIANT WITH THE ILLINOIS DEPT OF INSURANCE /INSURANCE COMMISSIONERS. DUE UNFAIR AND DECEPTIVE TRADE PRACTICES.IF YOU ANY QUESTION PLEASE CONTACT US ###-###-#### OR E-MAIL ****sr.*****@yahoo.comSINCERELY,Requested Resolution: EXPLAIN TO US WHY, THE RENEWAL POLICY INCREASED FOR AUTO ($674.00) AND HOMEOWNER INCREASED TO $(108.00)MY WIFE AND I HAVE BEEN LOYAL CUSTOMER, NEVER

Business Response:

September 24, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

RE:   Complaint File Name:    *****  ****, your file ********

The above complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

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

Consumer Response:

[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,

 

***** ****

 

 

 

Business Response:

October 7, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry was received today.  American Family responded to the complainant ***** **** on October 6, 2014 via US Postal Mail.  Understandably, Mr. **** has not received the response as of yet but should receive it shortly through the mail. 

 

I thank you in advance for your patience.  

Sincerely,

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ****

 

 

10/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I HAVE DONE EVERYTHING HE ASK ME TO DO BUT HE IS GIVING ME THE RUN AROUND I CALL AND NO ONE CAN RESOLVE IT AND WHEN I ASK TO SPEAK TO HIM HE IS NEVER AROUND AND THAY WONT TO BE VERY DISREPECETFUL TO ME AND I ASK TO SPEAK TO HIS MANGER AND THAT WILL NOT LET ME TALK TO HIM TALKING ABOUT THAY DONT KNOW WHO HE IS

Desired Settlement: I WILL LIKE MY 130.24 THAT WAS PROMISE TO ME

Business Response:

August 27, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI 53214

     

RE:    Complaint File Name:      *****  ******, your file ********

The above complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******

 

 

Consumer Response: Because that not going to respond back and thay not going to fix the problem or issue

Business Response:

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

RE:   Complaint File Name:    *****  ******, your file ********

The above complaint/inquiry was received today. 

Please note that the appropriate business area responded directly to the complainant and addressed his concerns.

Sincerely,

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******

 

 

10/21/2014 Problems with Product/Service | Complaint Details Unavailable
10/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my auto & home insurance with them on 7/22/14, the auto insurance was due for renewal, however my homeowners insurance was paid up through April 2015, and was therefore due a refund for the period from August 2014 to April 2015 and I stated this in my letter to them informing them I was cancelling insurance through them to go with another company, (Liberty Mutual). They have since choosen to ignor my requests for a refund therefore I am filing this complaint. The refund should be approximately $250.

Desired Settlement: To repay the balance of my homeowners insurance, I paid $376 in April 2014 for a full year, my policy was terminated in August 2014, therefore I am due a refund of approximately $250.

Business Response:

September 30, 2014

 

BBB of Wisconsin

     

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

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

Consumer Response:

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 attached response from American Family Insurance simply states they can't provide any information due to privacy laws, but that they will respond to me directly within 10 business days - whatever that may bring/means??  In the mean time I simply have to wait for them to reply directly to me.  Knowing their track record from the past I don't give this much hope!

 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

Consumer Response:

[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,

 

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

 

 

 

10/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In 2008 we received an allowance to replace the front slope of our home and we opted to have it repaired instead. Since then, over the past 5 years, our roof has taken a beating from hail and wind. Even with 3 contractors putting in writing that our roof is not repairable (back or front slope) and the contractors meeting with the adjuster at our property, they have refused to cover the replacement of the rear slope maintaining that they considered it repairable. AFI kept making us submit claims on each rebuttal and incident to have it reviewed and thus creating an abundance of claims on our policy which they used to create a case to cancel our insurance. Over the 14 year life of our home owners policy they have only paid out 2 claims for less than 6,000 and now cancel our policy due to their own internal processes to create additional claims on our policy. Our ability to get insurance was severely hampered when looking to replace our coverage and we had to pay 3 times what we should be paying based on AFI not handling the claims correctly and efficiently the first time. The policy number is *********** Claim paid in 2008 is *********** (front slope only and other internal minor repairs, $3,585.58) Latest claim to be refused is ****************** Estimate to replace rear slope is $3000

Desired Settlement: We are asking that our rear slope minus $1000 deductible be paid for to be replaced.

Business Response:

October 9, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

 

 

RE:   Complaint File Name:    **** **********, your file ********

 

 

The above complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

10/19/2014 Problems with Product/Service | Complaint Details Unavailable
10/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter was part of an auto accident, out of town, that involved both parties having the same insurance company, American Family. The other pay was cited for failure to yield. My agent stated that I was covered and that American Family would take of us and cover everything. My car was in the shop, out of town, for a month. My agent said the company vwould cover my rental. After a week, the rental company called and said I had to pay outright first and get reimbursed. The agent stated that the company would reimburse me when the two adjusters settled the claim. The adjuster refused to reimburse me for the money that I had to spend.adjuster stated that both parties are responsible for their own bills. That this was AZ law.

Desired Settlement: Reimburse me f or all the money I had to pay out .

Business Response:

September 2, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards, after almost ten days I have heard nothing from American Family.  No correspondence whatsoever.

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

 

 

Consumer Response:

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 had an American family account when my car was hit by another American family  client out of town, and the other driver was cited . My insurance agent said that everything was covered, including a rental car, deductible and my daughter's medical expenses. American family paid to fix my car since I was a client, but refuses to reimburse me for the rental of one month, the deductible or the medical. I have contacted other insurance companies and have been told that this has not been handled correctly.  I would like the $1900 that I had to pay out.  It shouldn't  later that we are both American Family

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

Business Response:

October 3, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

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

 

 

The attached additional complaint correspondence was received today.  As previously stated, the privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Therefore, we are unable to send our response directly to you.

 

I have asked the appropriate department to again research the concerns and respond directly to the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

10/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On may 11 2014 a storm ( which was categorized as a national catastrophic) torn my siding up and blew shingles off my roof. I have had 4 contractors come out and survey the damage and all 4 of them had the same conclusion that I need a new roof and new siding done to my house. I can visibly see the damage from the ground when the wind blows my shingles flap in the wind. I have hail damage on the down spouts and gutters. I have had 2 American family adjusters come out to my house. Both of these adjusters say I don't have hail damage to any of said areas of house. The insurance is only willing to replace 23 shingles on my roof and the siding they are willing to replace is only the side and the back and a few gutters. I live in a subdivision that has requirements the siding I have is faded and outdated meaning they don't make it any more and you can't match it up. The insurance company is wanting me to have a un matching house which can't happen in the subdivision that I have. Now as far as the roof it is clearly unstable and has many spots that are coming up the answer I received from an adjuster was to have someone go around and tap down the nails. Now I have been told many times that I don't have to have anything replaced new. I have been a client with this company for over 20 plus years The amount that i have paid is well in the thousands for my house cars boats bikes ect.. I feel like all these years I have been paying for nothing. I have talked to linda who works in **** ********* office and been told that I should have purchased replacement insurance that one I was never offered seeing how I have not had a yearly review in the last 20 years also I didn't know about this. The package I signed up for was the gold star to my understanding covered everything in the event it didn't then this wasn't my fault because i told them what I wanted covered which was everything! I feel for the last 20 years I have been lied to and treated horribly. Now my house is falling apart and they have only given me 3,000 to fix everything which is not nearly enough. I have called up and talked to *** ***** which was a joke because I am sorry that man is rude. I was told by *** ***** that your company has been very generous which makes me laugh because over the years I have written this company how many generous monthly checks. I have been fighting with this company for months to fix this issues now I already have major health concerns and this is adding more stress that doesn't need to be there.

Desired Settlement: I want all my repairs done. Full roof replacement, full siding replacement ect...

Business Response:

August 22, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

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

 

 

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

 

 

Sincerely,

 

 

 

Consumer Response:

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 already talked to multiple people from this company and had no results on this issue.

Regards,

****** *****

 

 

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****

 

I was never contacted or made aware of the changes in my policy.I still have the same damage to my roof and my sidding that was caused by the storm on May-11-2014.

Business Response:

October 3, 2014

 

 

 

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

 

 

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

 

 

We acknowledge the attached complaint was received today. 

 

We have researched these concerns twice and have responded both times directly to Ms. *****. We will not be providing an additional response.

 

 

Sincerely,

 

 

10/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My dispute with American Mutual Insurance has to do with and accident that involved my son ***** *. ****** on August 9, 2014. He was driving my Vehicle And was involved in an accident when a driver ran a red light he honk to the driver and proceeded to go through the intersection since he had a green light.The other driver ran a red light which caused the accident to happen. I called the police department on Sept 1, 2014 asking about the report on the accident to see if I could get copy of this accident report they told me that it hadn't been processed yet but they gave me the insurance policy number along with the Insurance Company's number and the person's name on the policy. I then called American Mutual Insurance and spoke to the customer service rep Who gave me the claim number for the accident and the claim adjusters name and number he then connected me to ***** ******* office he wasn't in so I left a message for him to call me and he called me back and explained about this accident and I also gave him the number to the witness to this accident he said and he also spoke to my son about the accident then he said that would get back to me. I called him back a couple of days later asking him when I could get my car repaired, he told me that he still hadn't talked to the witness. He said that he needed to talk to the witness before any repairs could be approved. This went one for a few days finally on Sept 11, 2014 I called the Aurora police department asking about the accident report they told me that it had been processed and that I could go pick it up. I picked it up and e-mailed a copy to ***** ******* and then he sent me an e-mail saying that he spoke to the witness earlier in the morning and he had gotten the police report and thanked me for sending him this report he also stated in his e-mail that his company was willing to take the majority of the blame on the accident he also said that both drivers were at fault, I then called him after reading his e-mail again I got his answering machine left a voice message asking him what the majority fault meant. I never got a call back. I called him back on Sept 12, 2014 I asked him why he didn't call me back he said that he did and left me a message I told him I checked my messages and there wasn't any from him he said that he left a message anyway I asked him what he meant by the majority of the blame he said the they were willing to pay 75 % of the cost of repairs along with the cost of the rental car. I told him that that wasn't good enough I want them to pay the total amount on the repairs on my vehicle then we argued about this and I told him I was going to file a complaint against him and his company since his driver was at fault. I then got off the phone with him. I had to do the leg work on getting information on this accident. I am convinced that he and his company are trying to get out of paying for this accident by only offering 75 % of the costs.

Desired Settlement: Unspecified

Business Response:

September 18, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant.

Sincerely,

Consumer Response:

[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,

 

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

 

 

 

Business Response:

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

 

 

The above complainant’s additional comments were received today.  The complainant’s concerns have been addressed via phone and a written response has been provided to the complainant, as well as, the Colorado Division of Insurance as today’s date.

 

 

Sincerely,

 

 

 

10/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have signed up with AMFAM on 4/19/14 for car insurance the policies were created and accepted by both parties, full amount of $953.76 was paid at the time of sign up. On 4/22/14 we have received a confirmation of policies in effect. On 5/5/14 received a letter that our account will be going a 3rd party (LexisNexis Consumer Center) review to ensure we have proper coverage. On 5/14/14 we have received the letter stating that AMFAM is no longer willing to insure our cars and gave a date of policy cancellation of 6/18/14 with refund check of $226.50 attached. on 5/19/14 we have received the letter about the second car but without the refund check. On 5/23/14 a statement was mailed to us that reflected that we owe AMFAM a $370.40 for the 4/19/14- 6/23/14 and apparently there is a change in policy coverage. I've placed the call to the insurance agent **** Wagner (8473599488) to resolve the billing issue as we already have paid 953.76 for the entire coverage term, I had no success getting to ****, and after 7 tempts and several voice mails I got a call back from his receptionist she stated that she will review the policy and have **** call me back. This is the last I ever spoke to my agents office as no more calls were returned to me. After waiting another week with no response from AMFAM agent I called corporate office to resolve the issue with billing I've opened a billing dispute case with **** *. in billing department x77554 and was promised an explanation and escalation of the arose issue. The explanation was that AMFAM decided to raise the premium rate due to the ticket I've had since last year (remind you this ticket was received before we signed up with AMFAM). On 8/28/14 credit collection services have sent us a letter stating that we owe $370.40 case # 05054279555 On 9/4/14 I've called AMFAM corporate billing again and spoke to Renee in accounting who felt reluctant to give me the ID or the extension for identification, I've tried to explain to Renee that our policy was canceled by AMFAM and we already paid in full amount, and that we got the check for 226.50 and there should be no other charges. On which she responded, that the policy was rewritten and the new rates are now in effect. Which I stated that no policy is in effect as it is terminated by AMFAM on the date of 5/14/14.

Desired Settlement: AMFAM to drop collection actions against us and remove the $370.40 from collections as we do not owe it.

Business Response:

September 9, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

Consumer Response:

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.

We would only accept response publicly available via BBB.org please instruct AMFAM to comply with rules of this matter.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

Consumer Response: Vendor does not want to share the information publicly. I offered AMFAM to send me an email directly without closing the complaint and i have nothing from them.

Business Response:

September 19, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry was received today.  This complaint is a duplicate of the one American Family received on September 9, 2014 and our policy is to respond to the complainant within 10 business days of receiving the complaint.  The response due date remains September 23, 2014.  I thank you in advance for your patience as we work toward a resolution on this matter.

Sincerely,

9/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July 18,2014 I had a basement flooding issue. I called American family insurance first... The 800 number on my card. I spoke to a gentleman who took all the information. I asked him to look up my policy and tell me whether or not I had coverage on this issue. My husband could take care of the clean up but if it was going to be covered I might as well have the professionals to it. He told me that no matter what the emergency services crew (service master restore) would be covered. I told the man that as long as it was covered, go ahead and send the guys out. Later that afternoon the guys showed up and proceeded to call Am Fam to get verbal confirmation of coverage. I called am Fam and handed the phone over. Did not hear the conversation but he said we were good to go. They did their jobs and on Monday the adjuster came out and said "I don't know who you talked to but this isn't covered". I called, I asked I got verbal confirmation. When I called in the morning there was a recording before someone picked up that said "this phone call will be monitored for quality assurance purposes". I say, pull up the recording and listen for yourself. They keep saying it's my word against theirs. I didn't make this up, as my husband could have done it himself because he used to work for a fire and flood restoration company years ago. Now I have a bill for $1,653.20 instead of a tool rental bill for maybe $200. I would like someone to be held accountable for their word. I will be looking for another insurance company after this. I have been loyal to am Fam for 10 years.

Desired Settlement: I would like the bill to be covered by my insurance as that's what I was told.

Business Response:

August 15, 2014

BBB of Wisconsin

     

     

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

?

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

Consumer Response:

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.

It has been over 10 days and I have not received any feedback from American family insurance. No one has contacted me.  How do I escalate the complaint?  
 
   Thank you, 
     ****** ***************

Consumer Response:

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 yet to receive any feedback from American family insurance. They said they were sending a letter weeks ago. I never received anything.

Regards,

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

 

 

Business Response:

September 19, 2014

BBB of Wisconsin

     

    

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

The attached complaint/inquiry 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.

Our response was sent to Ms. *************** on 8-28-2014. We will re-send the response to her.  I have asked the appropriate department to respond directly to the complainant within ten business days from the date of this letter.

Sincerely,

 

9/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on august 8 2014 my wife and I switched car insurance to American family insurance through agent ***** ********* that was to take affect on the 19th of august. before the 19th we decided that we should have more coverage than the original policy because we were adding a teen driver. we notified Ms. ********* of our decision and she gave us a new quote that was more than we could afford, so after shopping around we found coverage that better suited our needs at a cheaper price and decided to go with that company. upon hearing of our decision Ms. ********* proclaimed that she would not only match the coverage but she would also match the price. after hearing that, my wife and I elected to go ahead and accept the new policy with Ms. ********* and American family insurance. but to our surprise our first bill was way more than we had discussed with Ms. ********* so we got in contact with her on September 10 and she stated that there was something wrong with the way the policy was written up, it wasn't her fault but there's nothing she can do and that we would just have to pay the bill. Product_Or_Service: car insurance policy Account_Number: ***************-fppa

Desired Settlement: DesiredSettlementID: Other (requires explanation) we would like the situation addressed and no further payment requirements from us.

Business Response:

September 18, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

9/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unsuccessful with trying to resolve issues with AFAM. Phone calls not being returned. False information on my Clue report. Letter states that no repairs have been done since first claim. Requested another adjuster to come out. None ever came to the house or returned phone calls from spouse. I have been called to active duty since April 2013. It's okay for them to talk to my spouse.

Desired Settlement: Would like to submit documents related to work completed on the home. And retrieve recoverable depreciation on roof since it was completed May of 2013 so I can complete the additional repairs on the home. The contractor that completed the roof has provided documentation.

Business Response:

September 16, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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.

We have sent a response to the concerns presented in a letter dated 09/04/2014 to the complainant.

Sincerely,

9/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received hail damage on July 27 2014 to my truck. On August 2nd 2014 I took my truck in to be evaluated for damages. The American Family Insurance claims agent I dealt with was ****** ******. She asked me what the amount of the loan was that was left on the truck. she proceeded to look over the truck for damages. When *** was finished she issued me a check for $2332.23. That amount was half of what I told her I owed on the truck. I thought that the amount of the check was a little low for repair and replacement. I then took the truck to two different body and repair shops. They both estimated tthat the repairs and replacement damages of my truck were just over $5000.00. I then tried to get a hold of *** several times to no avail. I then took both of the estimates and the uncashed check to my American Family Insurance agent, ***** **********. She informed me that there was nothing she could do and would not take back the check. She told me that I had to deal with *** since she was the original claims agent. I have tried again to contact ***. I have gotten no response.

Desired Settlement: I feel that American Family Insurance should either pay for the repair and replacement damages to my truck at the lowest estimate, $5093.00 or to issue a check to myself and the loan holder of my truck to pay it off.

Business Response:

September 9, 2014

BBB of Wisconsin

10019 West Greenfiled Aveune

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

9/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Approx. March 2014, I submitted a claim with American Family due to wind damage. My roof, siding and hot tub cover was damaged. American Family sent out Five star restoration (which they have been great to work with) due to it would be a lot faster to get the claim processed, due to it was there contractor, **** with Five Star stated he would have to replace my roof due to the wind damage and could not warranty my roof due he could not tie into the shingles, my roof was in good condition before this wind damage. My insurance adjuster Kurt came out and verified my roof was in good condition to received coverage back in 2009. **** from Five Point submitted the estimate to American Family, there was a lot of phone tag and not knowing who the adjuster was, months down the line I was told the adjuster was ****, he came out the first time and stated he did not have a long enough ladder, so he could not perform the inspection. A month down the road when I talked to my insurance agent **** and ******, they put a fire under **** to get the inspection done. At that point I told my insurance agent not to have **** on the case due to it would be a conflict of interest, due to **** getting into trouble for not taking care of this claim in a timely manner and for me stirring up trouble for him. **** came out again with **** from Five Star, went over the roof, **** did not say one word to me, I did not know who he was until I asked ****, then **** told me it was ****. Today I received a email stating they are only paying $3,000 out of the $11,000 bill that was submitted by there contractor. That does not cover the siding or the roof. I have not submitted an auto claim or home owners claim in over 5 years,

Desired Settlement: I would like American Family to Replace my roof as per there contractor, repair all the damage siding and anything else that was caused by the wind damage. Also due to taking so long to fix the siding I have a spider and a really bad wasp problem going into the siding that I would like them to take care of. I would also like $2500 due to wasting my time and stress do to there ignorance of the adjuster. They stated if I used there contractor it would be simple and quick, 4 months later is not quick and the out come has been a joke I pay into the insurance every month without fail, I would like American Family to do the same when there is a claim.

Business Response:

July 23, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

Consumer Response:

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 not heard back from American Family to settle this claim, I would like the roof replaced as per there contractor.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

Consumer Response:

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.

There was no response or conclusion on this matter

Regards,

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

 

 

Business Response:

September 5, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry was received today.  The complainant states, "there was no response or conclusion on this matter".  American Family responded to the complainant on August 4, 2014 and September 2, 2014.  The complaint issues remain the same and have been addressed.  No additional response will be sent at this time.  

 

Sincerely,

9/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We filed a claim for hail damage with this company this May and we were told that since we've been in this property for longer than 10 years we would only get actual cash value of the repair minus the depreciated cost of the roof. They claimed that they sent us a change of this policy in December 2013 which we never received and in fact when we asked our agent if he had know about this he also was not in the loop . We asked him why he didn't notify us by email or phone in this age of electronic media and he couldn't give us a proper answer. I also wanted to know for this kind of change in coverage that will result in us spending thousands of dollars couldn't they have at least CERTIFY the mail or have SIGNATURE CONFIRMATION? When i complained to the consumers affair they said that it's not in the state of Illinois law that mails should be certified. Really, why? so they can get away with not paying us full coverage because they're claiming they sent us the mail? Where's the proof that the mail was sent? Where? We didn't even see this coverage change in the January bill? In short they are not paying us the full coverage so I am writing to the better business bureau because I feel that this company wants to get away with improper practices because they know how the mail system works or doesn't work!!!

Desired Settlement: I would like that this company pay for the full repair of our roof. After being with them for 14 years and not missing a payment this is the kind of service you get?

Business Response:

September 4, 2014

BBB of Wisconsin

         

    

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

9/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For the last 16 months American Family Insurance representatives ********* ******* & Supervisor ********* ****** have insulted, disrespected & poked fun at me in an attempt to force me to accept a horrible settlement for an accident with their client 100% at fault. My back was seriously injured & required physical therapy. American Family, Ms ******* & Ms ****** have insisted that I am out of line, that my injury was nothing, that I am lucky they are offering anything. Ms ******* & Ms ****** fail to accurately note their conversations and/or are destroying records of their treatment towards me. According to the customer service representative I spoke with today Ms ****** has not even noted that she has spoken with me even though we have had lengthy conversations twice. Their offer is to pay 43.8% of my medical bills & nothing for future degeneration or pain & suffering. I contacted the Consumer Affairs department at American Family only to hear back from ********* ******. She said she is also the Consumer Affairs rep. She continued to belittle me & offered to raise the settlement offer by $7 & laughed at me. I then left a voicemail for Consumer Affairs Advocate ***** **** to which I have not received any attempt at resolution or contact from.

Desired Settlement: I would like a written apology from ********* ******* & ********* ****** & a reasonable settlement offer so I can put my life back together.

Business Response:

August 22, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

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

The above complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

9/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Cancelled my car insurance and home owners policy with ****** ****** on JULY 17, 2014 at 12:01am. American family had mistreated a good customer due to false information provided. I Started my new policy with progressive on JULY 17, 2014 at 12:01 am. Ask am fam to remove me from email list and Please remove my online account. Am family is trying to continue my homeowners policy without my consent and trying to take money out of my checking account. I texted ****** agian on tuesday after an email i received from am fam telling me an auto payment was going to be taking out of my account. My policy is cancelled!!!!***** **** ###-###-####

Desired Settlement: Refund my debit charge from over payment. Policy was canceled on 7-17-14 12:01 am. Remove my online account, take me off email list. Thank you.

Business Response:

July 25, 2014

BBB of Wisconsin

  

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

Consumer Response: This was no information in response. I asked for cancelation of my policy on july 17, 2014 at midnight. To remove my online acct and email address. I want my refund. Am family has done none of the above. I reject response. Thank you.

***** **** ###-###-####

Consumer Response:

Better Business Bureau:

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

American family has not closed my online account, removed my email from there email list. Refunded correct amount of refund due to my policy cancellation on 7-18-14. Am fam has not sent me a breakdown of refund. Am fam has not done anything i asked to resolve issue.

Regards,

***** ****

 

 

Business Response:

August 20, 2014

WI BBB

     

     

     

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

The attached complaint/inquiry 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 additional concerns and respond directly to the complainant within ten business days from the date of this letter.

Sincerely,

8/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 1. last year i had a two claims with american family insurance. before i filed the second one i called american family insurance and they told me since the first one was in subrogation that i would not be charged for two until the subrogation was over and that if any money was recovered i would get my deductible back first and t the claim would not count against me. 2.t they tried to cancel me and i was assured my the underwriting team after my better business complaint that the second claim was so terrible and handle very bad and that they didn't take care of things . Joyce reed contacted me and i got my service done right but the company that did the work charged thousands of dollars extra for work not done but American family said didn't matter and they reconstructed for my electric to be done.. .. they also guaranteed me at that time we would not be dropped. 3. then this year t without the subrogation being over they upped my insurance rates. in which i had been told would not be done until subrogation was over.. i talked to the lisa in underwriting and she said that they could do that and she would nt provide me with any legal or policy or notification they gave me for increase of rates or explantation… i had to hear it from my mortgage company. she also stead when subrogation was over they would go baCK from date policy renewed and take off the one claim…. . so that is in writing form Heather from underwriting if any amount of money recovered they have to take claim off. she wrote to me in writing burt will not provide to me where anywhere in my policy it says they have a right to charge me before subrogation ins over.. in fact i have been told they wouldn't do that… and now they went ahead and charged me and want to refund me if any money is paid out… they didn't wait like told until it was over before it was chargeable.. Heather says i was informed wiring and she will tell her staff the right way and policies. she wrote me a letter of the agreement she make and promised i would not be dropped again and that was not a issue because they gave me renewed my policy but charged me for two claims.before subrogation over 3. i have checked with numerous agencies and even my agent says they are not suppose to charge you for a claim in subrogation until it is over….. … and they will not provide me with there policy or star law that says they can do that andnd worst of all never notified me of my rate increase… usually subrogation when it is over then it is taken off or charged.. so mow American family who says they won't drop me and who says in writing they will go back and drop all charges when subrogation over if any money is received ….Says there employees missed informed me by telling me they couldn't charge us until subrogation was over… .. why charge someone something when you don't know the out come and you have a policy of not a chargeable claim if any money is rewarded . now your saying we can raise your rates way up while subrogation is going on because you only give subrogation a period of time. where is that written… colorado law. what is it.. heather says they have to do that bacuase of competition. well if you charge someone for more then one claim then they can't get insurance anywhere elsa and one of my claims may not be chargeable so my mortgage is going up 150 a month because American family .. won't provide me with policy that states there right to raise you or that anything written that states they cash charge you when a claim is in subrogation when all there staff members are telling you they can't and other agencies … JAmerican family wi staff was wrong heather says…… but will not give me any documentation.

Desired Settlement: i want not to be charged for the claim in subrogation until subrogation is over… i have in writing if any money received they will go back and will not drop me but they should of followed what they said and not charge me for a claim in subrogation until it is over…. so they can go back and pay me back but i have to pay the penalty until its over… they should not be allowed to do this to someone it like a court case you don't know outcome until decision is in. you can't charge someone without the decision of the courts.. ******* ****

Business Response:

August 18, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

8/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In 08/05/14 I contacted Robert Stewart American Family Insurance, I received several different quotes for renters insurance one was $13.00 a month, the second quote made it $27.00 per month and the third one $20.00 per month. just off the renters insurance alone I feel cheated. what I originally said yes to $13.00 per month. Instead he lied and said $20.00 is the lowest he can go.I signed up for the early bird special which means both policies were supposed to start 08/12/2014 and it did not. My renters insurance was the only thing that started. Leaving my reputation and my freedom in jeopardy by allowing me to continue to drive my vehicle instead of giving me a simple phone call just to inform me. Of their MISTAKE. I asked for in email stating which policy is active and which one isn't. They refused because they didn't want a paper trail showing their illegal behavior. I contacted several people and they continuously asked for my SSI number and DL number. After seeing that my record is clean theu still failed to get my auto insurance in the active status. I spoke to someone else who said, my insurance isn't active but he could send temporary cards. That only means that I will be faking it when I paid for a service so that I wouldn't have to do that. I am not using ANY bogus cards. I have proof I sent my signed documents in on 08/05 and proof I paid for my insurance on the Same day. Due to their error I would like my insurance fpr rental to go back to $13.00 like my original quote started. I would also like what I paid for to be prorated because I cannot pay for service I didn't have. Product_Or_Service: 08/05/14 Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my renters insurance quote corrected back to 13.00 per month. I would like my auto insurance prorated so that I am not paying for service I did not have. I would like my insurance cards please. and a new agent. because I am NOT going back to that same agent. If I cannot get these simple things, I WOULD LIKE MY FULL REFUND.

Business Response:

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

The above complaint/inquiry 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 the complainant within ten business days from the date of this letter.

.

Sincerely,

8/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I HAVE AN CAR INSR CLAIM WITH THEM AND THE OTHER SIDE IS CHANGING THEIR STORY. THEY ARE REFUSING TO GIVE ME ENOUGH TO REPAIR MY CAR AND THE OTHER SIDE IS LYING. MY CLAIM NO IS *********. THE ADJUSTOR FOR THE OTHER SIDE THAT KEEPS CHANGING THIER STORY IS BRIDGET PLUIM WXT 48483. MY ADJUSTOR IS BRENDON DALY EXT 48470. MONDAY AUG. 18 WILL BE FOUR WEEKS. I WANT ENOUGH MONEY TO FIX MY CAR AND MONEY FOR FAIN AND SUFFERING AND EMOTIONAL DISTRESS UNDER THE OTHER PARTIES POLICY. THEY DO NOT GET Back to me in a timely manner and the other party said she hit me. my vehicle is barley drivable. the police report was not complete and I have filed a complaint regarding that. I have spoken to an atty and led to believe the other party is in the wrong. please contact me asap @ ###-###-####. thank you

Desired Settlement: enough money to fix my car and for pain and suffering under the other persons policy

Business Response:

August 15, 2014

WI BBB

     

    

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

8/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Damage to my 2009 Malibu right rear quarter panel and surrounding area. This damage was done by ******* ***** backing from where he was parked into traffic. Mr *****'s 2005 Ford black F-150 rear bumper and trailer hitch or ball hitch came into contact with my Malibu. The damage according to three estimates range from about $1,047. to $1,500 . American Family insisted that I settle for $500. One of the body shops refused to do the work until he saw the check for the full amount (smart msn] from American Family Ins. There are several more facts but since the only reason I writing this letter was I was advised to by the Court. I was also advised to file with Mo. Attorney General and Consumers protection Division.I took My car to where American Family Estimator told me to , not where I chose to take it., and was told It would be paid for . American Family only paid 1/2 the bill.

Desired Settlement: this borders on Elder abuse, scam, or switch and bate if this settled out of court it will require written agreements face to face or in a bank or attorney office.

Business Response:

August 6, 2014

WI BBB

 

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

8/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: i was involved in a 3 car accident I was in the middle. We were stopped at a stop light and i was hit from behind and the went into the car in front of me. The late model car that hit me apparently sustained 38.00 worth of damage and the rear of my 1997 auto had no visable damage. the impact pushed my car forward into the car in front of me and my bumper was damaged and the rear of the car in front of me sustained minor damage as well. the settlement from this direputable company claims that I had previously hit the car in front of me and they implied that I tried to get them to pay for that damage. that is absolutely UNBELIEVABLE. I was on my way to work and to think that i had previously hit that car and was waiting until some hit me so i could blame them is a most fantastic story ever. Now my insurer is raising my rate for me simply being involved in an accident that I had NOTHING to do with. this accident was NOT my fault and the ticket was issued by the Denver Police department (CAD#1********) to the driver of the car that hit me.

Desired Settlement: All i want is for this disreputable for profit insurance company to pay for the car that I hit because I was hit by their driver. I can live with my damages as my car is a 1997 Honda(although I should be compensated for the repairs as the accident was NOT my fault). I would also like a letter advising that they were at fault and the initial investigation was incorrect. My insurance rate should not be increased for an accident that I had NOTHING to do with. This company is not reputable and is not compensating the people that were involved in the incident. I would like a third party investigator investigate this incident (NOT from American family Insurance)

Business Response:

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

The above complaint/inquiry 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 the complainant within ten business days from the date of this letter.

.

Sincerely,

8/11/2014 Problems with Product/Service | Complaint Details Unavailable
8/11/2014 Problems with Product/Service | Complaint Details Unavailable
8/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They quoted me like $140 a month. then I get a bill for over one hundred over what they quoted so on the next due date I called and cancelled my insurance with them (left message on their answering machine cause no one answered) stating I was canclling my insurance with them. two weeks later they send me a bill for $180 for a part af a month saying I canceled after the billing date. Due date was the 13thand i called on the 13th and canclled. I am very mad about this. Now 7/18/14 i got a letter from Credit Collection Services for the $180 that I do not owe american family insurance.

Desired Settlement: drop the $180 bill and remove it from my credit report

Business Response:

July 21, 2014

BBB of Wisconsin

     

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

7/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On April 18th 2014 my agent, **** *****, informed my family we had the “Cadillac” policy and everything would be covered in the loss. He, **** *****, had access to our policy 24 hours a day and should have told us we had zero coverage and it had been removed in 2011. Because of **** *****s error the bill ended up being $10,970. On April 21st, 2014 the underwriter told us we only had $5,000 coverage. American Family Mutual Insurance Company is standing behind his error. American Family paid $5,000 our original policy but believe he, **** *****, has done nothing wrong. We have a $6,000 bill over our insurance coverage maximum which we never okayed because we were never told we had reached our limit by **** *****. Because of his error ServiceMaster kept on billing us up to $10,9760. They never informed us that we had reached our Insurance limit.

Desired Settlement: American Family Mutual Insurance Company should correct their error and pay the remaining balance owed to ServiceMaster.

Business Response:

July 16, 2014    

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

The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant within ten business days from the date of this letter.

Sincerely,

7/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On September 20, 2013 I contacted ******* ****** through his email address and notified him that I had purchased a new vehicle and needed my coverage transferred to the new vehicle. I was given a quote from him on 9/30/13 and my new payments were auto-deducted from my bank account starting 10/24/13. On May 17th 2014 I stopped at Southcenter Mall to have a chip repaired on my windshield. I was called by American Insurance sometime within about 7 to 10 days that there was a problem processing my claim. I returned the call and was told that I did not have coverage on my new car at all. Of course I was annoyed and told them that I most certainly did have coverage. I have the policy, the cards for the car and the deductions from my bank account to prove that I, in fact, had done everything I needed to in order to make sure my financed car was fully covered as required by law and my lien holder. For over a month the phone calls would not stop saying I didn't have coverage. Finally in late June they decided to cover the car after having a recorded phone call fr underwriting in which they asked me to state when I requested the coverage and types of coverage. They also asked if I would be willing to pay retro-active premiums for any difference between what I already paid and some undetermined "new" rate. I said I would not pay any additional funds. By that time I had already notified them that I would be going with a different carrier due to all of the problems with this claim. Today (July 14th 2014) I received a bill for an additional $288.50 that they say I owe for the vehicle change.

Desired Settlement: My desired outcome is for them to honor the quote they gave me on September 30th for the new car and that I had been paying every month since then until cancellation on June 24th. ****** ****** acknowledged in an email that American Family failed to enter something into their system showing the car change and promised to make it right including paying for the damaged window himself if needed.

Business Response:

July 16, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

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

The above complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

7/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: American Family Insurance submitted a bill for a partial premium payment on my Tacoma and my wife's Prius for $1111. My wife mistakenly paid it thinking that was her 6 month premium on her Prius. Her Prius 6 month premium is $844.10 I contacted our agents office to request a refund of the difference between our billed amount of $1111 and her Prius 6 month premium of $844.10. The difference is $266.90 I called *****'s office and when I tried to explain the breakdown, the agents secretary said I wasnt listening to her and said ***** will call me back plus corporate will submit a detailed report showing why there is no refund. After 1 week, several calls to corporate and the agent and nearly a month after my wifes payment, I switched insurance companies because I felt ***** ****'s business practices are unethical. Corporate could not explain the reason for not refunding the difference and just sent me back to the agent which never got on the phone or returned my calls.

Desired Settlement: Please help me recover a refund of the unused portions of our policies plus the overpayment. Also please conduct a thorough audit of ***** ****** business and billing practices.

Business Response:

June 23, 2014

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

The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant within ten business days from the date of this letter.

Sincerely,

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

Hello,

In response to ***** ****'s letter which I feel is not a full representation of the facts according to my records. True, I have been represented by ***** and American Family since 2009 and have had several verbal complaints to his secretary. Which 75% of the time is not capable of answering questions with any justifiable detail, and typically refers me to *****. The most recent event which was the proverbial "last straw". At that time, it was over a month since my wifes accidental overpayment, no notification from ***** nor American Family, when we realized it, I called immediately and had several phone conversations with American Family and *****s secretary; all whom referred me back to ***** (promising a call back from ***** along with a letter of explanation. Which I never received after 5 days).  Like any ongoing business relationships, money is exchanged for a service. Not a problem till there is a change.

I did not mention my wife's previous car which took almost 5 weeks to sell because it should not be a factor in this situation. My wife transferred her policy to her new car (the Prius) then paid an additional $75 to cover the increase. In the 5 weeks interim it took to sell the Lexus, ***** debited my account $202.43 for for the Lexus coverage. This is in addition to the $80 something dollars he debited for my Tacoma. There should be no "remaining balance" as claimed. Attached is screen shot from my checking account of all debits since January 1st 2014.

In addition to never receiving a call back from ***** after 5 five days or letter of explanation, the very next day after I cancelled my policies, I received a semi sarcastic email from ***** himself. In my opinion, businesses that practice ethical and professional behavior are the ones that endure. There are too many insurance options available for anyone to put up with arrogance and condescending treatment. I just hope I can save somebody from being a victim of this type of treatment by submitting this complaint. Respectfully and sincerely, *****

Regards,

***** ***

 

 

Business Response:

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

The above additional complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

7/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The complaint is that American Family Insurance billed me for $27.00 after I signed and paid $352 for an annual home insurance contract. I pointed out that they (with the use of an assessor/inspector) incorrectly assigned the year my house was built to be 2011 but my house was actually built in 2010. After I paid for the annual insurance policy, American Family Insurance billed me for an additional $27.00. This additional bill doesn't make any sense and seems like a company trying to take advantage of people. Account_Number: **************

Desired Settlement: DesiredSettlementID: Other (requires explanation) Bill of $27.00 eliminated.

Business Response:

July 10, 2014

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

The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant within ten business days from the date of this letter.

Sincerely,

7/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had auto and life insurance through american family. I went in last week to cancel since i got a better quote elsewhere. They had me sign and paper to terminate my insurance with them. A week later i still got auto billed from my bank account for the life insurance, so i called to see why. They simply said that the cancellation notice never got sent in. They did apologize for the mishap and said they would refund me a check. But it was completely unprofessional and I will be waiting for lord knows how long to get my money back.

Desired Settlement: They did say they would send me a check but im still waiting on the check for my auto refund a week later on would just hope that they have a more professional way of handling things for the next customer.

Business Response:

July 10, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

7/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had American Family Insurance since I was covered by my parents auto insurance policy as a teen to now at age 47. I have been fairly happy with my service for the most part however, have seen that the customer service of the company/ my agent has specifically deteriorated over the past approximately 7 years. It started when American Family charged me for my adult son under my auto policy though he was not covered under my policy--their justification was that because he lived under the same roof they added an extra charge to my auto insuance even though he didn't drive my vehicle EVER. I iquestioned this but because life was very hectic at that time for me (I was working 4 jobs following my divorce, and was too tired to fight it), I just removed my auto insurance and took that business elsewhere . Now, and since purchasing our home in 2000, I have been subject to what I feel is harassment by American family for repairs on my home. I bought a home that needed work. American family demanded almost immediately after I purchased the home, that it be re-sided, and gave a deadline for this to be done...I conformed to the deadline. I had storm damage a number of years ago and received a small amount to start work on the home--this was when I was under-employed. I thought they would have done what they did in the past with paying out the claim minus any deductable so I could get the work done....they did not...they told me once I paid the roofing company I would be reimbursed....as one who was under employed at that time, I could not do that, and the claim was closed. Now, I have been harassed over the past year about the roof needing to be replaced. I attempted to have my storm claim from the past re-opened to complete the past work and American Family declined to do so. I feel that since there is a record of damage done and it wasn't paid out in full, that it SHOULD be, regardless of the claim being closed when my re-roofing is completed in approximately 2 weeks. I have been very troubled by this, as my insurance payment is paid faithfully, every single month, on time-always has been even over my toughest moments in life---I was under employed from 2008-2013 and have continued to keep up my family's home--even cashing in my retirement to make repairs and improvements. Over the past year, I have been threatened that my insurance MAY be cut off if I did not have the roof replaced by July 24, 2014. I had every intention of doing this, and have been working hard to secure funding. The latest letter I received in May from American Family crossed the line with me and I would be happy to provide you a copy of this if needed. It basically stated the repairs MUST be made by 7/24/2014 otherwise we WOULD have our insurance dropped. They showed NO interest in working with us to extend the deadline only slightly when I secured funding--just to give the roofing company extra time given the very rainy weather we have had here in MN. I placed the call to my agent ***** ******, and he had his secretary return the call to deliver the bad news that they were not going to give any extension. This assistant that called parroted the letter that was sent -She was just as rude and gave similar poor customer service by not being willing to keep my business. I am so dismayed that I really don't desire to do business with my insurance company anymore due to having been given poor customer service and their boarderline unethical business practices. ---I will, by the way, have my roof replaced Before July 24th--the roofing company was appauled by American Family's treatment of me so much so, that they expedited the project and would be telling others about the undesirable business practices

Desired Settlement: My desired settlement would be that I would appreciate a sincere apology, and as a company, they are in dire need of customer service training--i think if they were treated as I was, they would be ashamed. and feel they should re-open my storm claim from a few years ago and make good on the payment of the dollar amount from that time, since there is a record of the damage.

Business Response:

July 10, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

7/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had been insured with American family auto insurance for one and a half year. And I changed my car 2 months ago. I called my insurance company same day to let them know. I got couple quotes from couple other companies around $220. And I got a quote for $202 from amfam insurance.thats why I stick with American family. But later I noticed that it has been charged $273 from my account. The agreement that I signed with company is $202 and they made a $71 unauthorized charge from my account plus to make me stay in current insurance I had been lied. Later on 07/01 I called the company to cancel my insurance. They said okay but they charged another $273 from my account next day. And I called them before the cycle starts but they are telling me that they re going to refund $171. And they made another unauthorized charge from my account for $102

Desired Settlement: I want to get $71 and $102 total amount $173 unauthorized charge back to me.

Business Response:

July 8, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The estimate for the repair of my Honda Accord SE was $3,750. I obtained the estimate from an American Family approved auto body repair shop. The American Family insurance representative told me that they would pay for the repairs OR provide me with a check in the amount for the damages to my personal property. The American Family Insurance adjuster proceeded to undervalue my car in order to declare my car as a total loss and then not have to provide the $3,750 and instead only offer me $1,800 which is not enough to cover the cost of repairs or to purchase a replacement car. The car is not a total loss, the value of my car was $5,600!!! I kept my car in excellent condition. The car is being driven right now. How can that be a total loss?? The passenger side of the car is messed up from end to front, but it just needs cosmetic repairs. #AMERICAN FAMILY MUTUAL INSURANCE COMPANY is inept and corrupt in their practices as an insurance company in order to NOT provide customer satisfaction. American Family representatives are rude and have limited communication skills. #AMERICAN FAMILY MUTUAL INSURANCE rarely answer their phones as 90% of the time, they want your calls to go to voice mail. #AMERICAN FAMILY MUTUAL INSURANCE COMPANY desires to market themselves as a selfish, unfair company and are hoping that I will share my dissatisfaction on twitter, facebook and social media in order that they will lose customers; so that they can increase their $17.9 BILLION DOLLARS in assets. #GREEDY American Family Mutual Insurance wants to undervalue personal property in order to NOT pay the VALID claims that are THEIR responsibility as they provide coverage for the driver that caused 100% of the damage by turning left from the right lane and directly into the passenger side of my CAR.

Desired Settlement: I want American Family Mutual Insurance Company to provide me with a check for $3,750 to pay me for the damages that were done to my car.

Business Response:

July 7, 2014

BBB of Wisconsin

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Insurance agency is not considering all facts in pursuing payment for damages concerning claim. I am being asked to pay for Medical bills that are considered as Fraudualant by most standards. Remember I was a direct witness to the other driver's so called medical issues. I made an effort of avoiding the accident by applying my brakes before the intersection 10 - 15 feet before the edge of intersection, and before the white stop indicator on the street. Your other insured driver took off early from his stop light to proceed without caution or regard for laws put into place for our safety. My vehicle only continued further because of unusual circumstances (excessive sand on the pavement, that had not been removed in a reasonable amount of time). My vehicle was declining in speed when involuntarily sliding on the sand into the intersection. The other drivers vehicle accelerated drastically into the intersection (I believe drag racing is a punishable offense in this state). His driving disregarded the red light on his side by three seconds which allowed him to be deep into the intersection. This would have been three quarters of the way across the intersection before even coming in contact with my vehicle. Local insurance agent had no problems understanding this concept. If you want to Sue lets try suing the city for negligence in maintenance. Please be advised, I have developed a stress related vibration in daily activities with arm and hand functions. I will be pursuing documentation to these medical issues for later use. Sincerely, July 7 2014

Desired Settlement: Your insurance company has the obligation to provide for the other insured, but at what means? The other insured was 10 times at fault for his own actions, than I was for my car involuntarily sliding on sand into the intersection. The other driver paid his premiums. Then cover him with the insurance he deserves. I was declined by State Farm and The Hartford in this case. I am now being subrogated into submission.

Business Response:

July 10, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

Consumer Response:

[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,

 

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

 

 

 

7/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was hit from behind by an American Family Insurance holder. Forget the horrible service I have received since being hit in early March. My car was greatly damaged and lost all value. This company refuses to compensate my for the diminished value. They first offered $300, then $1600, now $2000. They have provided a report that is full of contradictions, fabrications, and numbers pulled from the air. According to their report, I should receive over $6800. A comp was done with a similar car that sold for $26,800, however, I have not found anyone that would purchase my vehicle for over $20,000. Furthermore the comp used was for a regular bolster not a limited edition which would increase the value. I have written everyone to include the CEO. I have tried everything to reach a resolution. Unfortunately, they are set on stealing my value. I was hit in Atlanta but live in Jacksonville. This company left me stranded in Atlanta. It took over a week to get a rental from American, which of course left me stranded yet again. Also, their appraiser stated that the repairs were not done properly. American Family says they have nothing to do with the repairs and are not responsible nor will they make the necessary corrections.

Desired Settlement: $6800 in diminished value paid immediately. Plus my car repaired properly.

Business Response:

July 1, 2014

Wisconsin Better Business Bureau

 

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On April 14, 2014 my 2011 Silverado was involved in a collision with a driver that spun 180 degrees on an icy road and hit my front end. There was $3500 damage to my vehicle by my dealer's estimate. The seat belts were locked in the position they were in when I was hit-so they are broken and a safety hazard to me and my passengers. The headlight assembly has since fallen out, so I am driving illegally with one headlight (in the state of Ohio, a vehicle MUST have two headlights, even in daylight hours, in the event of inclement weather) and no right signal lamp in the front. The other driver was cited by the police, and she told me she had American Family Insurance. My sister wished me luck trying to collect for the damage-she had been given the run-around by that company when her parked car was hit by a texting driver 8 years ago. I first called American Family insurance at ###-###-#### on or about April 17th to make a statement of my version of the accident. The young man I talked to said that they needed to get the other driver's statement to determine liability, and that they would be in touch. I faxed them the repair estimate I got from the dealer on April 18th at ###-###-####. I hadn't heard anything after two weeks, so I called them again at the above number to see what was happening. The young man that I talked to said that he was having a hard time getting in touch with the driver, and things were on hold until he could get her statement. About a month after that second phone call, (some time in mid or late May) I called again to see where things stood. Once again, I was told that they were unable to get in touch with the other driver. I explained that my husband was getting impatient with the situation, and wanted to get my truck fixed. He was ready to hire an attorney, although I didn't want to deal with the expense and the hassle. The young man was polite, but noncommittal about getting my issue resolved. It is now June 25th- nearly two and a half months since the accident. I would like my truck fixed, plain and simple. ******** **** American Family Insurance claim #*********

Desired Settlement: Bring my 2011 truck back to the condition it was in when it was hit.

Business Response:

June 26, 2014

 

BBB of WI

  

   

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

6/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: the company is giving me a problem with claim #*********** to repair my basement after I paid a contractor. They refused to release the less recoverable depreciation in the amount of $993.75.

Desired Settlement: I would like to be paid the $993.75 that's owed to me.

Business Response:

June 19, 2014

 

 

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

The attached complaint was received today.  The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us.  Maintaining the confidentiality of this information is important to our company.  Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers.  Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the complainant within ten business days from the date of this letter.

Sincerely,

6/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our roof was hit by a hail storm in Omaha, Nebraska last Spring. We struggled with AFI (American Family Insurance) to fix our whole roof and gutters. Every roof in our neighborhood was replaced except for ours. We worked with AFI's preferred provider group and now we have gutters that don't drain and water spots on our inside ceilings (Which we've never had before). They replaced 100 plus of our wood shake shingles and our roof looks like a leopard and now leaks. I have video on my cell phone that I can send of the poor work on our gutters that aren't draining correctly. I am very angry and have been an AFI customer since 1985. Your preferred provider (Versatile Roofing) was contacted and good to work with, but the work is not acceptable! Our claim # on this fiasco is # ***********

Desired Settlement: I'd like a new roof and guttering system that drains. I am floored that AFI would accept this poor customer service by your agency!

Business Response:

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

The above complaint/inquiry 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.

Sincerely,

Consumer Response:

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.

Could you update me on this complaint please.  The roofing company returned and was unable to determine the leak over the laundry room area.  We have not had any rain since, but would like a plan of action by American Family to rectify the real problem of our roof claim being denied.  I am curious as to why the inside ceiling damage and painting needed has not been addressed.  The negligence by American Family has now caused more damage to our house from the original hail claim.  I am dis satisfied with current course of action taken by American Family.  Please advise

Regards,

**** ******

 

 

Consumer Response:

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 had to pick up a certified letter at the post office this morning from American Family Insurance.  The letter provided is not acceptable for the complaint I filed.

Regards,

**** ******

 

 

Business Response:

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

I am in receipt of the above named complainant’s additional comments regarding our Company’s response to Mr. ******s claim concerns.  Our Claims management had reviewed Mr. ******s claim and is standing by their decision.

Sincerely,

6/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Location Involved: 13350 Manchester Rd St. Louis, MO 63131 I am very upset with Mr. ***** * ******, my foreman agent of American Family. He sent me a letter in early March saying because of your claims the last three years, your car insurance will not be renewed, your last day will be April 6th. I called Monday March 3rd, talked to Mr. ****** assistant and asked for an explanation not a good explanation. Asked her to tell Mr. ****** I would like to talk to him. ***** ****** never did call me, and also called the office 2 more times and again asked the office to tell Mr. ****** to call me. I kept waiting for Mr. ****** to call. No Call. I can't believe a man that runs a business can't call one of his customers. The assistant offer me insurance the double amount I was paying. She had some guts to offer me that insurance. I have advised other friends that I know, when their insurance comes up, Not To Renew with American family. I was treated terribly by Mr. ****** and staff. My 1st 31 years I had no Auto Claims. Do I get a refund of money or how much refund do I get? You took my money for the 1st 31 years plus the Home owners policy, you took my money! Very disgusted the way I was treated. Thanks for listening. ***** ****

Desired Settlement: Do I get a refund of money or how much refund do I get? I kept waiting for Mr. deters to call. No Call. I can't believe a man that runs a business can't call one of his customers.

Business Response:

June 16, 2014

BBB of Wisconsin

     

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

6/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a policy with American family insurance and switched to geico. I called my agent and informed her of my switch to another insurance company. I was imformed that the policy would just lapse due to non payment. I pulled my credit reports when I was going to buy a new vehicle and I find that American family insurance has sent my account to collections for $174. I feel i was lied to and now my credit score is getting trashed due to this lie. I do not owe a debt to this company.

Desired Settlement: I would like for the $174 dollar debt to be removed from collections and the debt and collections account be removed from all of my credit reports.

Business Response:

May 8, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

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 the complainant within ten business days from the date of this letter.

Sincerely,

Consumer Response:

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 from American Family Insurance seemed vague in nature in order to close out the complaint. I have yet to hear from American Family Insurance.

Regards,

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

 

 

Consumer Response:

Better Business Bureau:

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

American family has sent me an itemized bill and has conducted no investigation on the part of their employees. I was told by an American Family employee to not pay the bill and it would just lapse with not further problems. The male was new and worked in the Amy Otis firm. American Family is trying to place the blame solely on me and will not take responsibility for their actions. They have trashed my credit because of how their employee advised me to handle a situation. Again after filing my complaint I received an itemized bill. There was no internal investigation into this mess or the Amy Otis office. I fell I do not owe this money since there was a mistake made on the part of there employee. I would like this debt to be dissolved and the collections taken off my credit ASAP .


Regards,

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

 

 

Business Response:

June 10, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

RE:   Complaint File Name:   ******* ******* *****, your file ********

The above complaint/inquiry 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, the appropriate department researched the concerns and responded directly to the complainant, addressing the issues raised in the complaint.

Sincerely,

6/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had a hail storm July 2, 2011. I had two roofing companies inspect my roof. Both of them said I had hail damage to my roof, gutters and flashings. I filed a claim with my insurance company, American Family Insurance, ****** ****** Agency, Aurora, MN and the Claims Department reviewed it, compensated me for gutter damage minus my deductible, but refused to compensate me for the roof saying there is no damage. I don't understand how there can be no damage to my roof, but there was damage to my gutters. Roofs were being replaced all over town. I had qualified roofers tell me there was damage. I heard other people with American Family Insurance were having problems getting their claims reimbursed as well. I talked to Tom ******. He said he has nothing to do with the decision on reimbursement of claims. It is done at the Claims Department (**** **** ****** ****** **** ******** **). Then, this past October the American Family Insurance sent me a letter saying my house was inspected and my insurance coverage (value) on my roof is changing due to the quality of my roof until it is replaced. I need help getting compensation for my claim. Any help would be greatly appreciated.

Desired Settlement: I would like my roof replaced and compensated.

Business Response:

June 10, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

6/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a hot water pipe split and spray steam into my basement, which caused steam water damage on my joists as well as flooring above. the basement was so steamy you couldn't see in front of your face. Joists and cabling were dripping wet. My living room is sagging, laminate flooring bubbling and starting to turn up. Bedroom and living room carpet were damp. House is now creaking in many places. Mold was found around the basement. There is bowing of sheetrock. No big deal, call your insurance company, right? Wrong! I called American Family Insurance and the told me they had a company they recommended for *********** and estimates, and that they used the same estimation software. That company '******* ***********' came out and sprayed once for mold and set up 3 fans in the basement and a dehumidifier. On friday ******* said they would return to spay again on monday and to remove the damaged stuff in my basement. They said I could remove the stuff and put it in my front yard and they would haul it off on monday. I asked Ken from ******* if that was safe, he said yes. ******* said they would spray for mold again then. They returned 11 days later and removed the equipment and left my junk here. They didn't spray again. My house was still very humid and the carpets were moist. Needless to say, the insurance agent ******* **** came out and began to say 'looks like they got it about dry'. This is the most rude person I've ever dealt with. Not the way I would treat a paying customer of 12 years! I proceeded to show him how the carpets above were still damp and icky to the touch. he told me he didn't feel anything. i said 'you can't feel that? something's wrong with you. i showed him a moisture spot under the carpet that had clearly risen up from below, and he said it looks like a dog peed there. i told him I don't allow dogs in my room. I showed him the laminate flooring and he proceeded to tell me he didn't know what shape my floors were in before. i told him they were all new since I've been there. I mentioned my concern for mold. He said we could have a test done, but my policy only covered 10,000 for mold. I told him that mold came along from the steam of the broken pipe. Mold didn't cause structural damage, the water pipe did. The insurance agent told me he would email a form to itemized damaged stuff on. He never sent that to me. He was very condescending and had a horrible attitude! It was like he was trying to discredit all of my serious concerns. I called a good mold tester, since the *********** company American Family recommended didn't do tests even though they say mold certified. My choice mold company came out and immediately notice the carpet and laminate floorings still being moist as well as the whole house being too humid form the recent water damage. Certified Water and Mold said that my carpet should have been floated, and the laminate flooring removed. They said ******* didn't dry the house like they should have. It's been three weeks since it happened, and it feels like American Family is trying to screw me. i told him I needed a structural engineer to look at the joists and studs that had been compromised from the hot steam leak. He contacted a company with practically No online presence. Aris engineering called me saying they were in town and were sent by Amfam. I asked him for references, he said, "what?". I said yeah, people you have done work for in the past. He said, "well, we do a lot of business for Amfam and ******* ****. I told him that wasn't a good reference at all. I then told him I would feel more comfortable if he sent me his references. ***** said he would get them for me. Then the insurance guy, ******* forwards the structural person's resume to me without any references. The letter even stated that I had refused access to my home without references. (not true) Amfam's first recommendation of ******* left my house with excessive moisture, mold uncleaned. now has elevated mold levels because of it. also found stachybotrys in living room (3%). I honestly know without a doubt that it'b be just like the other company... Lookin out for the wrong persons interests. I thought insurance companies were supposed to be there for you. I could pay my best friend to sweep it under a rug and tell me it's no big deal. My house and recording studio in the finished side of the basement are my only investments and I don't want American Family to screw me out of my hard earned investments. Please help! Thank You!

Desired Settlement: To be treated with respect and kindness, and receive an appropriate settlement in a reasonable amount of time, and for American Family insurance to be SHUT down permanently!!! I want the Whole world to know how BAD Amfam and their rude piece of crap emploees are!!! Throw the book at em!!!

Business Response:

June 2, 2014

BBB of Wisconsin

     

     

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

The attached complaint/inquiry 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.

We have received a MO DOI complaint and will respond to that complaint and the complainant might not receive a response to this BBB complaint.

Sincerely,

6/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: American Family denied a valid claim on my homeowners policy due to theft.

Desired Settlement: Payment of my claim.

Business Response:

May 29, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee, WI  53214

     

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

The attached complaint/inquiry 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 the complainant within ten business days from the date of this letter.

Sincerely,

6/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been making payments for business car insurance, but AFI has failed to 1. Produce a policy2. Contact me with proof of policy3. Contact me to confirm cancellation There has been no further contact upon discussion of a lost policy between agent **** ****** and I since 05/06/14, not to mention many other CSR's whom I talked with on 05/03/14. I lost time and money due to **** and the others bearing bad news telling me I had no insurance. Who have I been sending payments to every month and where is proof? I Have made payments since 2012 between two agents and I hope that sending me $22.02 does not mean this is what I get in return. Customer service is poorly handled. I thought it was part of my company since they were taking my money!

Desired Settlement: apology and settlement loss of work, pain and suffering, working harder to get another policy to get new vehicle home, changing after getting car home, waiting for response from agent with proper information, and much more.

Business Response:

May 19, 2014

BBB of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

     

RE:   Complaint File Name:    ******  *****, your file ********

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