ComplaintsforCONNECT, Powered by American Family Insurance

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  

  Business response

  04/16/2024

  Hello, 

  Please see our attached response. 

  Thank you.

  Customer response

  04/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acknowledged by me. 
  
  Regards,
  
  **************
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  04/11/2024

  Hello, 

  Please see our attached response. 

  Thank you.

  Customer response

  04/11/2024

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

  

  Business response

  04/11/2024

  Hello,

  Please see our attached response. 

  Thank you.

  Customer response

  04/11/2024

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

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

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

  

  Business response

  04/11/2024

  Hello,

  Please see our attached response.

  Thank you.

  Customer response

  04/11/2024

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

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

  

  Business response

  04/12/2024

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/26/2024

  BBB Response

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/25/2024

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

  

  Business response

  04/02/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/26/2024

  Hello, 

  Please see our attached response. 

  Thank you.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/29/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  02/29/2024

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

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

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

  

  Business response

  03/01/2024

  Hello, 

  Please see our attached response. 

  Thank you. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/27/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Insurance company increased the annual premium on one of my vehicles by $500 without any reasonable justification, and without providing any additional service or benefit to its customer.

  

  Business response

  02/23/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response furnished by the company is unacceptable for the following reasons: First, in its response, the company failed to disclose that the quoted premium amount I agreed to pay for all insured vehicles was $2,289.35, as reflected in the attached premium disclosure document initially provided (see page 4). When questioned about the location of the 2014 ***** and providing a truthful response, the company penalized me by unilaterally increasing the premium amount to $2,539.35 without my consent, as reflected in the second premium disclosure document attached (see page 4). Please note, these values represent premium rates covering six months of coverage.

  Second, the ********************************************** *******, **. The company offered no data to substantiate its assertion that the location where the 2014 ***** is garaged incurs more losses than others. The company failed to identify any specific intersections, road features, or speed limits in *********, ** that it considers problematic and would justify such a drastic increase in premiums. In fact, the conditions of roadways in ********* are arguably superior to road conditions in ******* due to better maintenance of the Citys infrastructure. Also, there are no schools in the immediate vicinity of the ********* address that I provided to the company representative. There are, however, two schools within ***************************************************************** *******. All these facts support a conclusion that the reasons proffered by the company are pretextual. Despite its hypocritical argument that deviating from rates for one customer would be discriminatory, the ********************** fails to recognize that they are already engaging in discriminatory pricing practices.
  

  The ***************** has a current population of ******* residents, while the most recent population data for the ********************** (2020) shows ******* residents. Therefore, the companys rate increase must not be based on risks associated with a larger population. 47.8% of ********* residents identify as Asian, and the 2014 ***** is garaged in a predominantly **************** The registered owners (myself included) are also of Asian descent. In the absence of any legitimate reasons for the rate increase, I have reached the conclusion that it is either arbitrary or race-based.

  I am a long-term customer of the ********************** for almost two decades. In that time, we have incurred only one loss on the policy. The company has profited substantially from the premiums I have paid. My initial referral to the company occurred as a result of my loyalty as a ****** executive member. To this day, ****** continues to market the companys insurance services to its members. My next step will be to submit a formal complaint to ****** administration notifying them about the companys questionable and possibly race-based pricing schemes to encourage ****** to sever its business relationship with the company. However, in good faith, I will await any further response from the company before initiating contact with ******.
  
  Regards,
  
  ***** Garden

  

  Business response

  02/27/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  03/05/2024

  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.
  
  The response provided by the company is unacceptable because it fails to present any exculpatory evidence that its pricing policies are not race-based. Once a client presents a prima facie claim of discrimination, the burden shifts to the company to demonstrate that its actions were based on non-discriminatory factors.Here, the companys only defense is that its pricing policies are proprietary to the company. Their lack of transparency speaks volumes. I hope the Better Business Bureau will do more to investigate this claim beyond just forwarding their responses and asking me to respond. Thankfully, I was recently notified that the ********** Department of Insurance will be conducting an investigation.
  
  Regards,
  
  ***** Garden

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been a customer w/ ********************/********************** Ins for my ********** for well over 5 yrs w/o ever missing my bi-annual pmts & have never lapsed in the past.I have been making my pmts w/ Golden 1 CU. However, for my car ins that was due 1/31/24, I made this pmt via Patelco CU which was a ************ I stopped using & recently started using it again. I had called Connect ins prior to making my January 22rd pmt to make some changes to my coverage. I decided to leave it as is, so I made my pmt by bill pay. Because I went back to the old bank, I learned later that I made my pmt w/o updating the new address & the changed name. It was an honest mistake on my part. I had the correct policy # and **** but since the address was incorrect it never reached Connect Ins. For over 5 years I NEVER MISSED A PAYMENT w/ them on either my car or home ins. When I called them on 2/5/24, to confirm pmt was received, I was told I no longer have a car policy because it lapsed. When I found out pmt was missing, I was immed willing to make a pmt directly from my bank account. I was denied! Shocked,I explained that the pmt was made by my ********* was confirmed. I asked about a grace ****** & was told because I make my pmts on my own, I dont get a grace ******. I was shocked. I went over my policy ************* see nothing that states Im not eligible for a grace ******. I spoke to about 2 representatives & a manager. Each person repeated the same thing BECAUSE I LAPSED I CANNOT BE REINSTATED. It was explained they are not reinstating CA policies. I asked about my history w/ them asked why ** being cancelled due to an honest mistake. They kept repeating the same SCRIPTED RESPONSE. I do have a letter from my bank that pmt was sent to Ameriprise Ins with the date, ************* on the check. I would like my car insurance reinstated w/ Connect insurance because I have been a customer for over 5 years w/an excellent pmt history & feel I shouldnt be cancelled due to an innocent mistake.

  

  Business response

  02/16/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  02/17/2024

  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.
  

  Saying they are not taking on NEW CUSTOMERS doesn't apply to me. I was an EXCELLENT customer for over 5 yrs and again that wasn't considered when I made my mistake. I'm human but apparently THEY ARE NOT. The robotic answers I received from everyone was heartless. As far as obtaining other coverage, I was quoted an annual premium of $4000 yr for someone with a 785 credit score, and an excellent DMV report. This is OUTRAGES when I was paying $643 bi-annually. 

  The fact that they'd don't want to take on CA customers is their reason why instead of looking at my history with them. SO NO, I WOULD NEVER ACCEPT THEIR ANSWER because they are not reviewing this situation INDIVIDUALLY. Seems like they will never think OUTSIDE THE **** I was supposed to receive a call back from someone higher but if course, I never received a return call. I got excuse after excuse why someone higher wasn't available. Being punished for an honest mistake is NEVER GOING YOU SIT WELL WITH ME and not having a grace ****** because I was paying on my own also is not acceptable. THIS IS WHAT I WAS TOLD. 

  NO, I DO NOT ACCEPT THEIR ANSWER! 

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

• Initial Complaint

  02/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 30, I received a postal mail notice from my bank that my son's car does not have insurance and I needed to call in ASAP to provide proof of insurance.Upon checking with my insurance company, Connect by AmFam, I learned that my policy was in "cancelled" status. I have had Connect insurance for several years at least, with the only change being that I added my son's car back in 2022 to my insurance policy. My son, ***********************, has been on my insurance policy for many years. He is a college student studying in *******, **.I have never received a phone call, postal mail, or email from Connect by AmFam about any issues with my insurance. I have been on auto pay with the company since day 1.Connect by AmFam Policy Number: BX11074627 I am horribly concerned that an INSURANCE company would just blindly cancel a family's auto insurance and put the family in a financially destructive situation. What if I had had an accident? After calling in and talking to a rep, I also learned that because my policy was cancelled on my renewal date, there was nothing they could do to re-instate it and I would have to look elsewhere.Connect needs to re-instate my insurance.

  

  Business response

  02/13/2024

  Hello,
  
  Please see the attached response.
  
  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩