Business Profile

Auto Insurance

Main Street America Insurance

Complaints

This profile includes complaints for Main Street America Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

19 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was in an accident caused by a customer of main Street America I filed the claim with my insurance company progressive and then I continue to call main Street America for the damage done to my car that was over a month and a half ago They refuse to move forward with the claim because their client will not answer their phone calls I have provided claim from my insurance company and an accident police report along with photos and detailed descriptions They refuse to do anything about the damages to my vehicle until their client answers their phone calls which they are clearly ignoring my claim number for main St America is ************* I have called many times and keep getting told they can not move forward with my claim until they talk to their customer
Business Response
Date: 06/18/2025
June 18, 2025

Better Business Bureau of Northeast Florida & Southeast Atlantic
4417 Beach Blvd, Suite 202
Jacksonville, FL 32207

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

Thank you for making us aware of the comments from **** *********. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to **** ********* by July 2, 2025.

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

Sincerely,

Consumer Affairs Department
*************************
Initial Complaint
Date:05/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was involved in a car accident between my 2012 Toyota Tundra and ******* ********* 2017 Ford F-350 on February third driven by ***** *****. He backed out in front of me and blocked both lanes of travel, and stated that he saw me coming, but froze in the middle of the road. I slid into his passenger side as I was unable to stop in time, despite dropping my plow and hitting the brakes as soon as I saw him back out. NGM insurance through Main Street America refused to pay out on the damage to my truck, which suffered a bent frame and destroyed 8.5’ fisher v-plow. I was unable to secure a lawyer to take my case as I was not injured from the accident, and they are still refusing to take responsibility for the accident despite the police report placing all blame on the other driver. NGM even tried to file a claim against my insurance company, which was immediately denied. I want my truck replaced, or the sum of $10,500 for the truck and plow. I also lost time, and money from jobs I was unable to get to as a result of their driver’s actions. ***** ***** was the adjuster I spoke with via phone call, and she was rude and entirely unprofessional on all fronts.
Business Response
Date: 06/09/2025
I have forwarded this complaint to the adjustor that was assigned to this claim for handling and a response. Once I receive the response back will update the BBB website for this complaint.
Business Response
Date: 06/09/2025
Please see our response attached.
Initial Complaint
Date:04/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A customer of theirs hit my car in a parking lot in ************** on November 16th 2024. I received a text message from a ******* H with Main Street America Insurance on 11/21/24 stating "We accepted 100% fault for the accident. It appears there is not a dreams restored shop within 50 miles of your address," and then listed shops that work with them. i went with a body shop that was referred to me. I was instructed to take it for repair. I did just that. Again, their driver was 100% at fault for damaging my vehicle. I had the bumper replaced totaling $1,574.94, which i paid in good faith out of pocket. They have since refused to return a call, text, or any communication. They sent me a check for $759.48 which they still owe me $813.46. ******* has refused to return any communication, and i called and finally got to speak to her supervisor. At least i was lead to believe that. They stated they would get back with me and now over two weeks later again no communication. My vehicle was damaged, i had it repaired and they refuse to contact me or pay me the remaining $813.46 that is owed. The only acceptable resolution is for the remaining $813.46 that was paid out of pocket be reimbursed to me due to their insured drivers negligence.
Business Response
Date: 05/13/2025
A written response was completed and sent to the complainant on 04/21/2025
Customer Answer
Date: 05/19/2025
Complaint ID: ******** was closed and no resolution was found. The company stated they sent a letter to my address which was never received. They still owe me money and have yet to call email text write or anything to me. They only need to send a check for the remaining funds.
Sent from **** *********** (********************************)

Business Response
Date: 05/20/2025
I have sent this BBB complaint to the ***************** for a response.
Initial Complaint
Date:01/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May 2024, The Main Street America Group renewed my policy without my consent or prior notification. Consequently, my premium was increased by over 100%, again without any advance notice. I discovered this significant change only when my escrow company provided me with an analysis in December 2024. Upon contacting the insurance company, I was informed that a notice had been sent; however, I did not receive such notice, and no tracking information was provided. I requested that they cancel my policy, but I was instructed to contact ******* ****** at ***** Insurance for assistance. When I reached out to ******* to ask how an insurance company could raise a policy premium significantly without notifying the policyholder, she affirmed that they are indeed required to provide notice. I explained that the insurance company previously claimed to have sent a claim check earlier in the year, which I never received, necessitating a reissue. This history raised my concerns regarding their mailing practices. As of today, it has been 13 days since my last communication, and I have yet to hear back from either Seros Insurance or The Main Street America Group. Furthermore, no documentation of the policy renewal has been provided to me. The sole reason I became aware of my premium increase was through my escrow account. Currently, I still do not have any information regarding my policy from the time of renewal until its cancellation in January 2025. I received a refund check for $1,452 and believe that the insurance company, or the relevant parties, should cover the remaining amount of $2,212.94 that my escrow company has requested for the policy I neither agreed to nor was notified about. It is important to note that once I became aware of this situation, I promptly contacted a new insurance provider and secured coverage at a rate comparable to my previous policy, which I would have done had I received timely notice.
Business Response
Date: 02/06/2025
I am writing in response to the BBB complaint regarding Account number ********* for Mr. ***** E. ****. A renewal offer was sent to Mr. **** on April 19, 2024, to the address we have on file. Subsequently, we received a payment of $3,869.00 from Rocket Mortgage, check number ******************, which was applied to the insured's account on May 5, 2024.
Following this, we received a cancellation request from the insured with an effective date of January 7, 2025. The cancellation was processed on January 8, 2025, and a refund of $1,452.00 was generated. This refund check was mailed to the address listed on file.

Customer Answer
Date: 02/19/2025
I have contacted the Homeowners Insurance company to request documentation confirming the delivery of the policy renewal, but I have not yet received a response. Their assertion that they received a payment on my behalf does not provide sufficient evidence, as my escrow account processes payments automatically without my explicit consent. I believe this transaction was conducted without proper notification to me. Additionally, I would like to reiterate that this company has a history of issues with lost mail when sending me important documents.
Customer Answer
Date: 02/20/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 22846362
I am rejecting this response because:
I have contacted the Homeowners Insurance company to request documentation confirming the delivery of the policy renewal, but I have not yet received a response. Their assertion that they received a payment on my behalf does not provide sufficient evidence, as my escrow account processes payments automatically without my explicit consent. I believe this transaction was conducted without proper notification to me. Additionally, I would like to reiterate that this company has a history of issues with lost mail when sending me important documents.
***** ****
Business Response
Date: 03/14/2025
The renewal policy for 51J3172R was mailed to the insured using the address that was provided to us from the agent. The renewal was mailed out on 04/19/2024. The policy is Mortagee billed and the mortage company listed on the policy paid the premium in full on 05/05/24. When the policy was cancelled eff 01.07.25 it resulted in a refund of $1452.00.

Customer Answer
Date: 03/16/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 22846362
I am rejecting this response because: I have repeatedly asked for evidence of the policy being mailed to my home and the *** company has yet to provide it. Saying that you mailed is not the same as showing physical evidence. This company has a history of not sending mail, for example I was mailed a check during a claim that never arrived which consequently required the company to send out a new check. Furthermore, stating that the policy was paid by my mortgage company does not prove anything since they are required to pay you whatever you submit to them. So I ask again, please provide with documentation stating that my new policy was mailed to me.
Regards,
***** ****
Initial Complaint
Date:01/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To who it may concern I have been a paying customer for the past 5 years pay my renewal no problem never had an accidents or claims. I called this company explaining I do not drive my car at the moment due to it be fixed and my husband being in dialysis so I am only using one car, When I called I spoke with a lady that said the payment went through just fine for December and January for my renewal, then sent me cancellation letter, when I called the lady explained there's no supervisor or manager in the department and there is nothing they can do even though the payment did go through, so double bill me ? This is very unethical and unprofessional it's a robbery that this company is doing to people , I want my bill adjusted and fixed asap!!
Business Response
Date: 01/14/2025
Good Morning,

I have reviewed the complaint received from the insured and would like to assist in a resolution. The customer didn't provide their policy number or account number so I am in the process of trying to locate that information. Once I am able to review the billing I can work with the insured on a billing accomodation for the current min due on her policy.

thank you
******** Day
Customer Answer
Date: 01/14/2025
Policy number 01J5932Q and my Account number *********
Customer Answer
Date: 01/14/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 22790404
I am rejecting this response because: My policy number 01J5932Q Account number *********
Regards,
Jasilia ********
Business Response
Date: 01/31/2025
Good morning,

I am writing in response to BBB complaint ********. The policyholder contacted us seeking assistance with a payment plan for their account. Unfortunately, we do not offer payment plans for personal auto policies. However, we did offer to waive the late fee and NSF fee totaling $50.00. This fee waiver was processed and credited the insureds account on 01/13/25.

The remaining payment of $303.34 was due on January 19, 2025, but was not received, resulting in the policy being canceled for non-payment of premium effective January 19, 2025. The insured currently owes an earned premium of $156.68, and a bill was sent to them on January 27, 2025, with a due date of February 6, 2025.

Thank you,

Customer Answer
Date: 01/31/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 22790404
I am rejecting this response because:
Regards,
Jasilia ********
Initial Complaint
Date:12/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an insurance claim to my insurance company. After taking over 5 months to repair my vehicle and doing absolutely everything they could to not pay for it. They finally did. During the process of constantly low balling me, telling me to go through the at fault drivers insurance despite them knowing that coverage was not enough to cover the full amount for my vehicle, they continued to make me jump through hoops. During this process I asked several times for a diminished value claim for my trucks now value because it was involved in an accident, to which they told me they could only do after it was fixed / repaired, which they were prolonging. Finally fixing the vehicle I reiterated my diminished value claim to my agent who then sends me a denial letter stating the verbiage of my policy states they fulfilled their duty and aren’t responsible for me however I disagree. At no point did they state this to me until months after the accident occurred. It’s clearly them trying to escape from paying more money than they have to, like they did from the start when they attempted to not pay at all. I was rear ended while stopped at a red light by a driver who carried a bare minimum insurance policy. From day one they attempted to not pay for my accident and only within the last few weeks were the repairs even done on the truck. I reported the accident on 6/14/2024.
Business Response
Date: 12/23/2024
Forwarded this complaint to the claims adjustor that assisted with this claim , Her name is **** ****** **********************
Initial Complaint
Date:10/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My vehicle was damaged on the highway from no road construction with no signs or warnings 10/04/24. Car was later on 10/23. claims person reached out to me and told me value of my car at 20,554.50 for a (actual cash value) amount. informed then that the ******* value of the car was 24,525. Also told the car was insured through them for around that amount as well as my excise taxes being paid for that amount. person i spoke ******* ***** with then became very disrespectful rushing me off the phone and told me if i don't like it to speak to my attorney. i was just asking why i wasn't getting the actual value of the car and i would get responses such as, that's mark up.. which isn't a dealer, or depreciation.. which it would show on actual value on *******. Also in the validation report shows no rear spoiler, but in the vehicle information that adjuster did notes it has one and lowered the value of the car, not sure if they pay attention to details over there. I don't see my insurance rates go down when car depreciates. all i was trying to do is receive the actual value of the car, not asking for anything else
Business Response
Date: 10/31/2024
Please see the attached response to the BBB complaint.
Initial Complaint
Date:09/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This has been an absolute nightmare. Having MSA for homeowners insurance recommended by our mortgage company has been the worse mistake to date.We have never needed to file a claim and after a pipe burst we are without our floors and had no option but to file a claim.We are 2 months in and no resolution after 3 company estimates that the insurance refuses to meet to repair to the flooring after years of paying their company for coverage yet they refuse to cover!The adjuster has drug her feet and drawn out this process with no resolution to date and still living with a house of sub flooring!Its rather disgusting the way this insurance company does business and I plan to reach out to the mortgage company in hopes to save others from this nightmare of a company! We are left with seeking legal advice and hopes in the near future we will have a floor in our home again.
Business Response
Date: 09/25/2024
Good Morning:
We are unable to locate a claim number with the information provided. Can you please provide a claim number or policy number, so that we can respond to the customer's concerns?
Thank you,
*** ******
Business Response
Date: 09/27/2024
Please see the attached.
Business Response
Date: 09/27/2024
Please see the attached.
Initial Complaint
Date:08/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 am requesting that my complaint be forwarded to Main Street America as they requested as well.

Regards,

****** *****
Business Response
Date: 08/02/2024

Dear BBB,

The above-mentioned complaint is related to a Main Street
America (MSA) policy. MSA operates as a separate entity, and is responsible for
all policy servicing, claim processing, and premium billing. Please forward
this complaint to MSA.

I am respectfully requesting that you
remove this file from our company’s assigned complaints to ensure that it
will not be used in the calculation of our complaint ratio.

If after reviewing this matter, you
determine the complaint belongs to one of our underwriting companies, please
return it to my attention for immediate handling.

If you have any questions or
concerns, please contact me directly at the number provided below.

Sincerely,

Consumer Affairs Department

Customer Answer
Date: 08/14/2024
In 04/2015 we purchased a home and signed on with Main Street America for homeowners Ins. In 04/2024 when yearly premium went from $700 up to $2017, we cancelled our policy and went with Progressive. During initial inspection, it was noted that roof of home was in need of replacement due to hail damage that happened in 04/26/2022. We immediately filed a claim with MSA, and we treated very poorly when they realized we had recently cancelled with them. We followed all instructions as to getting an estimate from local contractor, scheduling their adjuster to come inspect etc, and their adjuster agreed the damage was from hail back in 04/2022, and submitted his estimate to their desk adjuster, ** **** ***, to finalize claim, and send us a check. *** started stalling and making excuses as to why the claim hadn't been completed, and lied to us twice stating their adjuster that inspected the roof had errors in his estimate that needed to be revised before claim could be completed, and that the adjuster hadn't gotten back with him yet We texted the adjuster, *** ****, and were told they hadn't contacted him regarding revising any error. All this is saved in text messages. We later found out that ***** estimate was $6554.13 incl a recoverable depreciation amount of $3589.20, that *** had someone else revise the estimate showing this amount as non-recoverable! As if that wasn't "shady" enough, He then deducted the $1000 deductable we were responsible for, off the net claim TWICE! Shorting us another $1000. The invoice for the completed work from the roofing contractor is $6580, and the total they're trying to send us is $2198.99
Business Response
Date: 08/20/2024
Please see the attached.
Initial Complaint
Date:08/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My car was damaged by a post on a concrete bumper by a piece of rebar was sticking above it 2 to 3 inches and my bumper got caught and under carriage shielding pulled away from the body of my car. The manager came out and took pictures, as I did, and notified ********** insurance carrier. I was given a claim number (***********) and told to get an estimate and send pictures. I also sent pictures of my car before the incident occurred. They refused to repair my car to the condition it was before the incident and offered me $100 and told me to repair it myself. I refused the settlement and they sent me a check for $100 without my consent. I am a usps retiree and unable to do that type of repairs.
Business Response
Date: 08/20/2024
Please see the attached.
Customer Answer
Date: 09/04/2024
My first communication with BBB was that you received my complaint on July 31st 2024. The next communication was on August 26th,2024 that I would receive a file number soon. On that same day I received another communication with a file.

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