ComplaintsforAmerican Family Insurance

Insurance Companies

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
04/16/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
American Family Insurance has been a headache to deal with. For the past 4 months, a refund has been owed to me in the amount of $180 and $130. I have spoken to multiple representatives and they all continue to lie regarding when payment went out. I have provided the correct mailing address and get the checks still to date have not come. No one there helps as they should. I need help getting my funds or I will have to go to small claims next.
Business response
04/16/2024
April 16, 2024

Better Business Bureau

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

The above-referenced 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 customer as soon as possible, but no later than April 30, 2024.

Sincerely,

*****************************
Associate Consumer Affairs Specialist
Midvale Indemnity Company
********************
*************************
Customer response
04/16/2024
Better Business Bureau:

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

[Please type your response here.]

Regards,

*********************************
Customer response
04/17/2024
Better Business Bureau:

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

I have been very patient and feels the company has taken full advantage of the situation. Over four months and no one can tell me why it is taken long for the refunds that due to me are taken this long. I have provided the representatives with all the proper information and yet Im still waiting. I do not care about privacy laws at this point in time. I just want what is due to me.

Regards,

*********************************
Business response
04/18/2024
April 18, 2024

Better Business Bureau

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

Thank you for the additional correspondence from *********************************. As indicated in our prior correspondence, Midvale Indemnity Company will provide a response directly to ********************************* as soon as possible but no later than April 30, 2024.

Thank you for your understanding.

Sincerely,

*******************************
Associate Consumer Affairs Specialist
Midvale Indemnity Company
*********************
*************************
Initial Complaint
04/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
***************** has an incorrect statement from a witness that conflicts with the reality of the situation. We have two statements from same witness that confirms the facts and he continues to refuse ownership for the damages caused by his insured. The company/**** takes ownership of the medical bills and rear damage to the vehicle but is refusing to accept responsibility of damages to the front bumper. Claim number and contact details can be provided upon request.
Business response
04/15/2024

April 15, 2024

BBB of Wisconsin

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

Thank you for making us aware of the comments from *****************************. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ***************************** as soon as possible, but no later than April 24, 2024.

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

Sincerely,

***************************
Associate Consumer Affairs Specialist
American Family Insurance Company
*************************
Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
#*********** Amfam couldnt care less about my treatment. Upset about the settlement didnt really understand. Why cant amfam just pay the $ they agreed to? I still have to WORK and takes time and given very little time ** well pay the treating facility. Again with work leaves very little time so have to do over months and not all at once. ************************* insisted that $ paid to doctor. THE ACCIDENT CAUSED LOST WORK!!! Last thing I need is more pressure! Decided place I was going to get treatment is not what I wanted. So basically I wont get ANYTHING out of this. This *** only interest is saving Amfam $$ not the damage amfam client caused. All family and friends who have amfam are dropping now.
Business response
04/10/2024
April 10, 2024

BBB of *********

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

Thank you for making us aware of the comments from ***********************. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to *********************** as soon as possible, but no later than April 19, 2024.

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

Sincerely,

***************************
Associate Consumer Affairs Specialist
American Family Insurance Company
*************************
Customer response
04/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***********************
Initial Complaint
04/09/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had Auto pay set up with American Family insurance to avoid having any late payments as i forget dates easily. I was not billed for 2 months and then double billed for a total of 280 and change. I got this refunded and I canceled over the phone with the agent who did not help much. Now 3 months later I find they want 300$ for service i didnt have. Now I have received a 'final notice' that is the first ive seen of any of this for next week. I am so confused and lost.
Business response
04/10/2024
April 10, 2024

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

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

Thank you for making us aware of the comments from ***************************. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to *************************** by April 23, 2024.

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

Sincerely,

*****************************
Associate Consumer Affairs Specialist
American Family Insurance Company
*************************
Initial Complaint
04/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We started an insurance policy through American family insurance in January 2024. So far we have paid almost ***** total in monthly payments for insurance on our mobile home and our camper, late January early feb someone broke in to our home through the back door damaging the whole door frame and stole our safe and other items which had resulted in almost $50,000 worth of merchandise. We filed a claim with them considering we needed to get the door fixed asap and are valuables replaced somehow. American family then had it investigated and had us jump through all these hoops just to deny our claim and leave us hanging. Reason behind the denial is because we had a picture of a SIMILAR not the same one which was stolen, signed baseball card that was in our safe and showed them that one so they had a better idea of what we were talking about and the worth of it. Now we are stuck with a broken back door and all of our belongings that had meaning and value to them gone.
Business response
04/04/2024
April 4, 2024
BBB of *********
**************************************
*********, ** 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 customer as soon as possible but no later than April 15, 2024.

Sincerely,

*********************************
Associate Consumer Affairs Specialist
American Family Insurance Company
*********************
*************************
Initial Complaint
03/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I filed a claim with American Family Insurance on 05/17/2023 for damage my property has sustained during a hail storm in ********. Claim # is *************. The original payout by the field adjuster was $8053 and missed multiple damaged items including roof, gutter, doors, and personal property. Through countless hours of follow up and research by my contractor and myself, we were able to increase the payout to over $110,000 for this claim, indicating that the original claim was underpaid by over $100,000. I have submitted the final invoice for this claim on 02/28/2024 to replace the awning damaged by hail with the exact type and brand of the awning I have now. Photos were submitted to show the damage from hail. The awning is located directly above the door that was destroyed by hail (the door was previously covered by AmFam). The amount to replace the awning (without installation) is $7169.76. Unfortunately, I haven't received this payment and my attempts to follow-up with the new adjuster assigned to my claim or their manager have not been successful via phone or email in the last month, the adjuster and the manager simply do not respond to emails and do not return calls. I am requesting that a payment of $7169.76 be issued to cover the damaged awning, per documentation submitted to AmFam on 02/28/2024 and per the terms of my policy. My contractor has suggested that I file a complaint with ******** Department of Insurance, however I still hope for an amicable resolution without involving the *****************. Thank you in advance for your assistance with this matter.
Business response
03/28/2024

March 28, 2024

BBB of *********

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

Thank you for making us aware of the comments from ***********************. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to *********************** as soon as possible, but no later than April 8, 2024.

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

Sincerely,

***************************
Associate Consumer Affairs Specialist
American Family Insurance Company
*************************
Customer response
04/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below and this is my response to American Family Insurance:
This is in response to you letter dated 04/05/2024 indicating your belief that the awning was damaged not as a result of the hail storm, but rather as a result of a wind storm that occurred sometimes after the original claim date. Im at a loss as to why you seem to think that the awning is damaged as a result of wind, when the awning remains operational with no damage that can be attributed to wind and with hail dents on the front railing clearly visible upon close inspection. I have discussed the issue with the adjuster yesterday and provided additional photos clearly showing hail damage consistent with hail storm that occurred in 05/2023 for which this claim is for. Per the adjuster he was going to review the photos, and if needed, schedule a physical inspection. Both my contractor and I completely disagree with your assessment that hail dents were a result of a wind damage, as this is simply not possible.

I would appreciate you reviewing the photos, clearly showing hail dents to the exposed rail of the awning. The rail in question is exposed full time regardless of whether the awning is retracted or not. Your position that photos taken by your adjuster in 05/2023 reflect no damage is noted, however is not well developed, as the horizontal rail that was damaged is covered by the fabric and the damage would not be visible from the ground (as clearly depicted in my photos)

Your continued and intentional delay in handling and paying this claim are simply unacceptable.
I appreciate BBBs assistance with this matter.
Business response
04/09/2024
April 9, 2024

BBB of *********

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

Thank you for making us aware of the additional correspondence from ***********************. As indicated in our prior correspondence, to protect our customers privacy, American Family Insurance Company will not provide a copy of our response to the Better Business Bureau. A response will be provided directly to *********************** by April 12, 2024.

Thank you for your understanding.

Sincerely,

***************************
Associate Consumer Affairs Specialist
American Family Insurance Company
*************************
Customer response
04/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***********************
Initial Complaint
03/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 3/19/2024 I asked for a letter of experience from AFI via their online chat function. The agent in the chat processed my request and told me the letter will be provided within a maximum of 48 hours. I contact AFI again on 3/21 as I had not received the document, and they told me at that time it can take up to 5 days. I contact again on 3/22 and was told it can take up to 2 weeks.I need the letter immediately as I wish to terminate my relationship with AFI. Other insurers are asking for this document and I need it to move forward.
Business response
03/25/2024
March 25, 2024

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

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

Thank you for making us aware of the comments from *********************. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ********************* by April 1, 2024.

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

Sincerely,

*****************************
Associate Consumer Affairs Specialist
American Family Insurance Company
*********************
*************************
Initial Complaint
03/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
American Family Ins. started a policy that they acknowledged an assessor completed. Shows a brand new roof on my home, despite and error with online application. Submitted inquiry of concern based on the billing amount to find out that it seemed from having home listed with an outdated roof. Provided all documents requested to rectify the billing issue, yet regardless time frame given for a resolution; UNDERWRITING has not reviewed anything. I've contacted the business to be told exactly that & supervisor resending information and NO ONE can get in contact with UNDERWRITING to find out why. I filed a complaint and reported them to the Insurance Commissioner of Georgia as well. To date, no resolution has been provided - Dec 2023 until Current
Business response
03/21/2024
March 21, 2024

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

Re:
Regulator File Number:              21462475
Complainant name:                   ****************************

BBB of *********,

The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company (CONNECT) policy. CONNECT operates as a separate entity, and is responsible for all policy servicing,claim processing, and premium billing. Please forward this complaint to CONNECT.

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

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

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

Sincerely,

***************************, Associate Consumer Affairs Specialist
American Family Mutual Insurance Company, S.I.
6000 American Parkway, *******, ** 53783
E-mail: *************************
Initial Complaint
03/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In September 2022, my ******** GLE 63s AMG was rear-ended by a policyholder of American Family Insurance. Given the rarity of my vehicle, sourcing parts turned into a prolonged ordeal, significantly complicating the process of resolving my claim with the insurance company. My claims adjuster, ***************************, has been egregiously ineffective throughout this process. Despite numerous attempts to communicate, I have never been able to speak with him on the phone. Out of more than 20 emails sent, I received only one response.This vehicle was not just a mode of transport; it was integral to my business, serving both as a source of income and a tool for marketing. The inability to use my vehicle not only cost me lost income but also made it impossible to cover the monthly payments, given that the car was stuck in the shop awaiting parts. Consequently, I lost my vehicle and, to this day, have still been unable to reach my claims adjuster.This complaint marks the first step in seeking recourse, with legal action against both the policyholder and the insurance company being the next. The negligence and lack of accountability demonstrated by the insurance company have made this process not just frustrating but patently unfair. I am pursuing justice as swiftly as possible.
Business response
03/19/2024
March 19, 2024

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

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

Thank you for making us aware of the comments from ***************. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to *************** by April 1, 2024.

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

Sincerely,

*****************************
Associate Consumer Affairs Specialist
American Family Insurance Company
*************************
Initial Complaint
03/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Sunday, February 25, 2024 between 1:45 - 1:46 AM, I heard a loud crashing sound. I checked my home to see if the sound came from inside. When I confirmed that the sound did not come from inside my home, I looked out my window and discovered that a vehicle had collided into my neighbor's 2014, Dodge Charger, and as a result, the 2014 Dodge Charger, was pushed into my 2013 **** Escape, and my **** Escape was pushed into the 2017 ******* Tucson parked in front of me. I called 911 and reported the accident to the operator and they informed me that an officer will be out to make a police report. I then reached out to American Family Insurance to file claim ************* and I was told a claims adjuster would reach out to me. I was contacted by ************************* from American Family Insurance and was informed that their was a limits issue and all claims would be paid at a pro-rata percentage. I provided the estimate for my vehicle which totaled $6879.80. I was then notified that American Family Insurance would pay a pro rate share of $11,025.43, BUT instead of paying for the damages, they would pay my car off, retain the title from my lien holder & sell my vehicle to recoup the funds thus leaving me without a vehicle. How is American Family Insurance willing to pay the car off for far more than what the damages cost but not repair the vehicle? Is this even legal?
Business response
03/15/2024
March 15, 2024

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

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

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

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

Sincerely,

*****************************
Associate Consumer Affairs Specialist
American Family Insurance Company
*************************

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary