Complaints

This profile includes complaints for Auto-Owners Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Auto-Owners Insurance Group

  53420 Van Dyke Shelby Township, MI 48316

  
• 

  Auto-Owners Insurance Group

  4085 Sweeney Dr. Mount Pleasant, MI 48858-6631

  
• 

  Auto Owners Insurance

  787 White Pond Drive, Suite B Akron, OH 44320-4204

• 

  Auto-Owners Insurance Company

  1 Prestige Pl Ste 280 Miamisburg, OH 45342-6146

• 

  Auto-Owners Insurance Group

  P.O. Box 30078 Lansing, MI 48909

  

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:06/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 hit on 4/23/25. I was not at fault. State Farm was the insured insurance but Auto Owners ended up fixing my vehicle. ** paid for the initial claim as well as the initial cost of my rental car. To expedite getting my car, I paid the final bill for car as well as the final payment for the rental ******* I am attempting to recover those monies from Auto Owners. I have sent emails and made phone calls with no response and no money received. The adjuster doesnt answer the phone. The one time I was able to get her on the phone, she admitted she hadnt read the emails but promised to send me an email with a link for reimbursement of the rental car monies. The additional monies owed for the final car repair she said would have to come from their claim with SF. Of course, nothing has been received. Totally frustrated and this has taken way too much of my time and effort when it wasnt even at fault!

  

  Business Response

  Date: 07/01/2025

  Thank you for the opportunity to respond to our customer Michelle J. We regret any frustration Michelle J. has experienced as our goal is to provide exceptional customer service. Branch leadership reached out to discuss Michelle J.'s concerns and was able to resolve her claim.
  

  Customer Answer

  Date: 07/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23513045, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Michelle Johnson

• Initial Complaint

  Date:06/16/2025

  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.

  Auto Owners ***********, ******** Claims Branch is dragging their feet with approving the estimate which my repair shop, *** ****** **************** in ***********, ** submitted electronically per their request on June 12, 2025. Claim #***************. My claims agent with Auto Owners is ****** ******* **********************. ****** advised it takes 5-7 business days to enter the estimate into Auto Owners system and then it can take 1-2 additional weeks for Auto Owners to make a decision whether to repair the vehicle. I have never waited more than 24 hours for a decision and the repair shop can then fix the vehicle. The police said it was 100% the other persons fault. The other person fled the scene and then stopped per the police. Is there a way to get the adjusters office to expedite this claim? My rental car is $50 per day and I was advised I only have $1,500 worth of coverage for rental car. I would prefer not to hire an attorney. The home office claims group has been great but the adjusters office does not return calls or emails and ****** is going on vacation for a week and a half. His office manager and his supervisor are not returning calls either. Please help. The adjusters office is running up insurance expenses and it is my insurance company. The person that hit me has Farm Bureau. **** **** reached out to me and I have returned his call and left two messages. His number is ************. I have not heard back from him either.

  

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond to Denise C. We're sorry if we haven't met Denise C.'s customer service expectations. The claim representative reached out this morning, left a message and sent a settlement offer for Denise C.'s review. The settlement offer has since been discussed with Denise. The branch manager has also reached out and left a message with Denise C.  

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: 23477134
  
  
  
  I am rejecting this response because:

  Justin Courson did not take into consideration my out of pocket for the towing, the deposit for Enterprise rental car and the rental car expenses. Justin Courson did not list any of these items in the final settlement.  Also he has me paying my $500 deductible.  It was not my fault.  The other party should be paying 100% of the expenses.  Justin has not advised IF Auto Owners is going to file a claim against the other party’s insurance to get the money back.  He said I have to mail the title and that after they receive and process, I will receive the check to purchase a vehicle. This could take months.  I found a vehicle and now have to take out a loan.  I am not happy with the above.

  
  
  
  Sincerely,
  
  
  
  Denise Diane Conder

  

  Business Response

  Date: 06/26/2025

  Branch leadership has attempted to reach Denise C. and communicated in writing our regret for her experience. We understand Diane C. is pursuing damages currently through the at-fault party's carrier. The branch has invited to assist Denise C. with any remaining items such as her towing and rental. Denise C. is welcome to reach out to the branch at any time.

• Initial Complaint

  Date:06/12/2025

  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.

  Over a year ago, we put in a claim to have our septic fixed. WE have been going through the run around from this agency to get this issue fixed. The agent that is at the ************ location is named ***** and she keeps sending us to an adjuster **** **** in ********** that will not return our calls or help us in any way. We are fed up. I want to send this in hopes that someone from the company will make this right and get the ball rolling to get it fixed. Currently we are having to pump the septic 3 times a year at 375$ a pump and will be adding these expenses to the claim as well. I am currently speaking to our lawyer about next actions as we cannot get this claim resolved efficiently and are tired of the run around. Hopefully someone will listen.

  

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond to Brenda B. We understand Brenda B. was pursuing the party they believed to be at fault. We attempted to contact Brenda B. for an update and eventually learned efforts to pursue were unsuccessful. We were asked to explore coverage and have been completing our investigation. We apologize if we missed providing an update to Brenda B. The branch reached out this morning to provide an update and a plan going forward. Brenda B. was welcomed to contact the branch if she has questions.

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: 23458402
  
  
  
  I am rejecting this response because: I don't want this closed until the matter is resolved. It has taken over a year to get any kind of response and shouldtake this long to investigate. I will accept once the septic is replaced.
  
  
  
  Sincerely,
  
  
  
  Brenda Brown

• Initial Complaint

  Date:06/11/2025

  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.

  CLAIM:**************** On 2/25/25 I was in an motor vehicle accident, I have been try to get my case settled and have my adjuster call me for months. Every time I leave a voicemail he sends me 1 emails and then does not responds for days even weeks sometimes, I called the supervisor he refuses to call me back. All I ask for is a phone call. He sent me an email on Friday 6/6/25 after I left a voicemail for his manager, he said have a great weekend and I responded back immediately which means he could have responded, I want a phone call and I want my case settled immediately.

  

  Business Response

  Date: 06/13/2025

  Thank you for the opportunity to respond to ******* Cs complaint. It is our goal to provide great service, and apologize if we did not meet this goal here. On June 11th, we did contact ******* resulting in a settlement of her claim.
  

• Initial Complaint

  Date:05/29/2025

  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.

  On March 26th, 2025 I was involved in an accident with the at fault driver being insured by *****. Claim ************** was created and fault was accepted by the insured party. My insurance provider, ********, advised that I was to seek reimbursement for costs involved in a rental vehicle and in time lost at work. Ive attempted to reach out to the company via email and phone and cannot get any response. Im seeking reimbursement and have proper documentation to submit but have no contact who will communicate effectively with me on the matter.

  

  Business Response

  Date: 06/03/2025

  Thank you for the opportunity to respond to ****** *. It is our understanding from speaking with ****** *. initially she filed a claim with her insurance carrier. The branch will review and reach out to ****** *. to discuss further.

• Initial Complaint

  Date:05/29/2025

  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.

  My wife and I were in an auto accident on April 30th, 2025 as the not at fault party. We had to go through the at faults insurance to repair our vehicle since damages were estimated over $6,000 dollars. We have sent over all the requested documents to Auto Owners Insurance and have called every week since the accident and our vehicle is still damaged and not repaired. The at fault party had their vehicle fixed already and we are still calling the claims adjuster ***** ***** as well as his Manager ******* ****** for the past 3+ weeks to no avail. We have been told multiple times that we will be seen at the end of the week and have been left hanging. Claim number: **************** Claim opened under the at fault party: May 1st, 2025 I called asking for the Adjuster ***** ***** to get more clarification: May 8th, 2025 Auto owners have received my claim and ready to proceed: May 13th, 2025 Claim number: **************** Registration and photos of the vehicle sent to the claim adjuster: May 14th, 2025 Asking if the adjuster received my photos and documents since there was no reply: May 15th, 2025 Called adjuster: May 19th, 2025 Sent over estimation from collision center: May 19th, 2025 Contacted adjuster for information: May 20th, 2025 Called adjuster for information: May 21st, 2025 saying our vehicle will be ready to go into the shop on May 23rd, 2025 Emailed adjuster on May 23rd with a formal email asking for reasons for not putting our vehicle in the shop and why its taking so long.Received message from adjuster on May 23rd.Text message saying our vehicle is designated for inspection on May 24th.Called the adjusters manager to get information on May 27th, 2025 with the promise our vehicle will be ready for the shop at the end of the week on May 29th-May 30th.Called adjusters manager on May 29th 2025 and sent straight to voicemail.The estimation of repair cost is $6,175.32

  

  Business Response

  Date: 06/04/2025

  Thank you for the opportunity to respond to ***** Ms ********** On May 30th, we contacted ***** to discuss the claim and issued payment by ****
  

• Initial Complaint

  Date:05/22/2025

  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.

  On May 12, 2025, my wife struck a deer while driving our 2010 Toyota Sienna LE minivan. We reported our claim to Auto Owners Insurance, who later declared it to be a total loss. We pay full-coverage premiums on time and in full. Most truly comparable 2010 Toyota Sienna LE's in my area are listed between $5,200 and $6500. I am asking for a modest $5,000 valuation, as opposed to their $3,609 valuation. Most "comps" presented by our claims expediter, Annette Dollar, used inferior comps to determine our vehicle's value. Specifically, Dollar used CE model vans, previously crashed vans, and mechanically unsound vans to undermine our vehicle's value.
  Dollar then reduced the "comp" values by an additional 30-45%. After I confronted Dollar regarding her inaccurate "comps", she double down and refused to remove or readjust her valuation. Dollar and Auto Owners are intentionally using inaccurate, crashed, lesser model vehicles, then diminishing their values, to reduce their payout to settle the claim.

  

  Business Response

  Date: 05/27/2025

  We
  appreciate the feedback regarding your total loss auto claim. The vehicle is
  evaluated using vehicles, which are comparable to your vehicle. We have been
  communicating regarding the evaluation and will continue to work with Mr.
  Lawman to make sure we are considering all relevant factors and bring his claim
  to a close. 

  

  Business Response

  Date: 06/17/2025

  Thank you for the reply. Please understand that our responses to the BBB reflect our commitment to the privacy of our customers. While Mr. Lawman is well within his rights to share personal information about his claim with whomever he chooses, we are not able to respond in kind. That said, Mr. Lawman has also filed complaints with the Missouri Department of Insurance and the Missouri Attorney General’s Office, both of which have the regulatory authority to request file materials, and to whom have responded in full.  

   

  To the extent we can answer, CCC is a nationally recognized source of vehicle evaluations. We are not privy to their intellectual property, which includes algorithms for selecting and adjusting comps, however, our branch manager has spoken with them in order to better understand the comps that we were provided. We are also not aware of any regulatory guidance in Missouri or other states where we operate, that would suggest CCC is an inappropriate source for valuations. We have continued to work with Mr. Lawman, including making sure that all features, such as the dual sliding doors and tire tread depth are appropriately accounted for. At this time, it is our understanding that the claim has been paid.

   

  Per your email, it is our understanding that you will share this with Mr. Lawman, but will not publish as it is our intent to allow Mr. Lawman the final word on this through the BBB forum.

   

  Thank you and have a good day.

   

  	Mark E. KeithARC, AIC, AIM (He/Him) Senior Claims Coordinator Home Office Claims Regulatory Compliance
  	p: 800.346.0346 ext. 55138 auto-owners.com

   

  Customer Answer

  Date: 06/20/2025

   
  
  Complaint: 23366035
  
  
  
  I reject this response.  Auto Owners may have a commitment to the privacy of their customers, but they continue to discriminate and use unethical business practices, which results in no commitment to customer satisfaction.

  I am actively sharing personal information because I have not intentionally deceived anyone or any business.  I have nothing to hide.  I am the small, no-name customer, who is being taking advantage of.  I will continue these complaints until Auto Owners stops their bias, takes initiative and rectifies this complaint.

  As the regional vice president of Missouri previously stated to me, "We are the experts of assessing coverage based on your policy's terms and conditions."  Unfortunately, Auto Owners failed to figure out how to reasonably value a vehicle.  Which is rather important when insuring vehicles.  I have no relationship or contractual agreement with CCC One.  Every premium we paid, was deposited by Auto Owners, not CCC One.  Auto Owners is responsible for meeting their policy's terms and conditions, which for my "full coverage" or "comprehensive coverage" equated to about 60% of my vehicle's current fair market value.  Auto Owners used previously crashed, mechanically unsound vehicles from Canada to the Gulf of America to compare to my not-crashed, well maintained vehicle in central Missouri.  Auto Owners also intentionally removed feature from my vehicle and used inferior trim level vehicles to compare to mine in an effort to further reduce my value and therefore, their payout.  After weeks of phone calls and emailing agents with deaf ears,  I escalated my displeasure to the regional vice president of Missouri, who was able to correct his subordinates and add feature back to my marginal benefit.

  I have forwarded nearly three dozen comparable vehicles to Auto Owners, all of which where neglected in their weighted valuation of my vehicle.

  Auto Owners continues to discriminate against private automobile sellers.

  Auto Owners continues to utilize immoral and deceitful comparable vehicles to reduce their financial liability.

  Auto Owners continues to use previously crashed comparable vehicles with lower sale prices (due to prior damage).

  Auto Owners continues to search for lower valued vehicles outside of my competitive Missouri market.

  Auto Owners continues to use inferior trim level model vehicles to devalue their financial responsibility to their customers.

  I have confronted Auto Owners with all of these underhanded and ongoing facts, yet still, they neglect ownership of their fraudulent practices.

  
  
  
  
  Andrew Lawman

• 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.

  They tour up my mama's house and now *** ***** is refusing to fix it. She has been paying this home owners Ins. for 37yrs cause it's financed in to the house payment and she have had only one claim and this will be the second one and this is not right. I have attach pictures so you can see how they left my mama's house it was in mitt condition and the floors were NOT week no where cause I weigh 170lbs and I walked all over the floors and they NEVER gave way with me!!!!!!!!!! So I'm asking you to PLEASE HELP ME HELP MY MAMA CAUSE SHE IS 84 AND SHE DON'T DESERVE THIS!!!!!!!!

  

  Business Response

  Date: 05/23/2025

  We appreciate the feedback with regards to this water damage claim. Our goal is to pay all we owe for each and every covered claim.We will be reviewing and reaching out about your claim and complaints.

• Initial Complaint

  Date:05/13/2025

  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.

  4/16/25 Auto Owners insured vehicle struck our vehicle causing total damage to our vehicle. Their claims adjuster continues to state the claim "is under investigation" however she has lied about actions they are taking to investigate this claim. The police report witnesses state "their insured was weaving in and out of traffic and at a high rate of speed." On 5/6/25 Auto Owners stated that "the police had to subpoena the **** from Goodwill, and we are waiting to view that video." On 5/6/25 we were able to view that very clear video- we simply called and asked (the video supports that we were not at fault in any way) and as of that exact date per Goodwill "someone from Auto Owners called today and asked about the video." ***** ********* is trying to bully us into "filing a claim with our own insurance company" and insinuating that so far, there is no proof of their liability, although "the claim is still under investigation." As of today 5/13/25, nearing 30 days after, they have still taken no actions to request the video proof from Goodwill. All they have communicated to us is that "they are still investigating" but have lied about what they are actually doing to in good faith get this claim resolved. She has suggested 4 times to file with our own insurance company. She has also suggested we "move the vehicle to a storage place that doesn't charge fees "because you may have to pay for the storage fees." Further trying to bully us into filing with our own insurance company. We are out a vehicle, my daughter has ongoing pain and today we had to hire a lawyer to prompt action on their part. Claims adjusters and representative are required to act in "Good Faith" ******* duty for all parties to act honestly and fairly. Auto Owners negligent actions have resulted in our loss of a good vehicle, costs for a lawyer to advocate for us and the frustration and inconvenience around a busy family's daily work/school life.

  

  Business Response

  Date: 05/16/2025

  We acknowledge your complaint regarding this claim. We have reviewed the police report, and your vehicle is listed as Vehicle #1. Our insureds vehicle is listed as Vehicle #2. The police report states Vehicle #1 was observed to have been weaving through traffic at high speed, and is noted to have a Driver Action At Time of Crash of ************** Vehicle in Reckless or Aggressive Manner. We have also obtained video evidence that supports the police report narrative suggesting that Vehicle #1 caused the accident. We are still working to obtain a second video of the crash.

• Initial Complaint

  Date:05/09/2025

  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.

  My home encountered heavy hail damage during a storm. My roof, gutters, siding and windows were severely damaged by the storm. I have waited for over year to get necessary funding to fix my home. My son is my power of attorney and has handled this matter from beginning go this point. From the first estimatr it has been very clear to not only my son but to contractors involved that autoowners is critically deficiebt with their estimates for the entirety of the work necessary to repair my home. The agent handling the maatter for the company has repeatedly lied about sending & receiving communication. Under quoted costs to the ooint where the job is now half done and no checks havr been received to finish the repair work causing new damage to new work. He has liefd about checks being sent to the requested places to be authorized. Ignored requests about those destinations and generally been totally ineffecti e in aidinfg me as an insurance representative should. My home is destroyed, ive spent my own money trying to get enough done to avoid more damage and currentky am awaiting a check for well over $10k that should have arrived almost two months ago.

  

  Business Response

  Date: 05/16/2025

  We are sorry to hear you are unhappy with your claim. It is the goal of Auto-Owners to pay all that is owed on each and every claim, but only what is owed.We believe we have done so, and have provided you with estimates.Unfortunately, there are items and costs in your contractors estimate which we have been unable to agree to. At this time, we have paid what is owed. If you have not received checks, we can have them reissued, and are also happy to provide you with copies of all checks previously issued.