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 has 122 locations, listed below.

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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 Company

  PO Box 64358 Saint Paul, MN 55164-0358

• 

  Auto Owners Insurance

  PO Box 1208 Bath, OH 44210-1208

• 

  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:11/02/2023

  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 had an auto accident back on 7/22/23 when a DUI driver hit me and was assigned a claim adjuster named *************************** out of the ****** ** office . He has been the worst claims adjuster from day one. He never responds back to emails nor phone calls. He wanted to rip me off with a diminished value settlement as well. I called his supervisor ******* today and told her how unprofessional he ways and acts like hes hired right off the street. She didnt seem that concerned at all just told me she would speak with him today. As a claim adjuster its part of the job to have excellent communication skills and people skills and return all emails and phone calls promptly. I want a new claim adjuster someone that is friendly and respond back to all calls and emails in friendly timely manner . Claim #****************

  

  Business Response

  Date: 11/07/2023

  Thank you for the opportunity to respond to our customer, ************ The supervisor did reach out to discuss his customer service concerns and discussed his customer service experience with the claims representative. ************ understands he needs to communicate with his attorney on diminished value. If we didn't meet ************'s expectations, then we apologize. We strive to provide timely and professional customer service and we value feedback to improve.

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20818886
  
  I am rejecting this response because: I am requesting a new adjuster and want a new one assigned to me, communication is the key. So we going have a big problem if you dont assign me a new adjuster :) 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/01/2023

  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.

  Involved in rear end collision at yield sign. Driver insurance (Auto Owners Insurance) paid for damage to car, but has not covered medical bills caused by accident. Accident happened January 27th 2023, Have called them 8 times and were told they were handling it and obviously they are not. Have all the supported information supporting these claims and contact times and names.

  

  Business Response

  Date: 11/02/2023

  Thank you for the feedback on the service you have received on your claim. Our goal is to provide great service, and we apologize if we have not met that goal for you. Our local branch is reaching out to discuss your complaint, and the next steps for resolving your claim.    

• Initial Complaint

  Date:10/27/2023

  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 daughter was in a car accident at no fault to her with an Auto Owners Insurance Company client. We have been trying to resolve this issue for 25 days and have been lied to on multiple occasions by employees from this company. We have been told on multiple occasions that more information was needed (example: comp vehicles, price suggestions from local dealerships, receipts) Once information was provided it was ignored. When we questioned why our provided information was rejected, we did not receive a response. The only thing we are requesting from this company is a fair settlement for our total loss vehicle.

  

  Business Response

  Date: 10/31/2023

  Thank you for the feedback on your auto claim. It is the goal of Auto-Owners Insuance to pay all that is owed on each claim. We have worked with you to obtain additional information regarding your vehicles value, and updated our offer accordingly. It is our understanding that this matter has now resolved.

• Initial Complaint

  Date:10/18/2023

  Type:Customer Service 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 was hit by one of auto owner's insured on 8/31/2023 in ******** ****. We started a claim with OUR insurance same day. Since then Auto Owner's Insurance specifically ******************************* has NOT responded to ANY of our questions. We have 0 information on claim status and myself and my insurance agent have had to beat down his door in order to try to get any info. I have logs of all of the times I have attempted to get in contact. We NEED to know if we are getting rental car reimbursement as I am currently out 3,000$ in rental cars. Auto Owner's has flipped from "we will accept liability" in the beginning to now "its a word vs word situation" I Have a police report where their insured admitted to the police that he did NOT see my wife going thru that intersection and yet they still deny liability. I have already contacted **** **** of Insurance to report this insanity and want ANYONE from Auto Owners to contact me as this is INSANE that I have no INFORMATION ON MY CLAIM.

  

  Business Response

  Date: 10/24/2023

  Thank you for the opportunity to respond to Mr. ******* complaint. We have contacted **************** and achieved a mutually agreeable settlement. We believe this will be finalized in the near future.

• Initial Complaint

  Date:10/13/2023

  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 shop that this insurance company represents damaged my semi truck to the point of it being a total loss. I was patient with the shop and waited almost a year, then insurance got involved and took weeks to total it out. When the agent ******************* finally got back to me after me sending multiple emails and voicemails he low balled me by over $10,000. I then called and emailed multiple times again until finally speaking to a manager and we came up with a little bit better of a resolution. Once a price was agreed upon I was supposed to have a check mailed out, a month went by and no check. I called 6 times and sent many emails asking if there was anything they needed me to do so that the check would be sent. ******************* finally called me back and told me that they needed the title before they would send a check. Neither him or the company ever said anything about needing the title first. This is the worst experience I have ever had with any business and the way they operate is disgusting. I waited another month without a semi truck and I feel they owe me another month of rent to cover the month they wasted since I did not have the check to replace my totaled truck.

  

  Business Response

  Date: 10/23/2023

  Thank you for the opportunity to respond. We apologize for any delays that *** have happened throughout the claims process. We are pleased to see that the claim has since been settled with ****************.

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20733472
  
  I am rejecting this response because: The claim has not been settled with me, your employee is the most unprofessional individual I have ever dealt with and because of him I am behind yet another month on my truck. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/15/2023

  Please see our prior response dated October 23, 2023. Our position is an agreed settlement occurred. We have left a message to invite ************ to discuss further.

• Initial Complaint

  Date:10/11/2023

  Type:Order 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 had a car accident on 7/30/23. A truck went though a red light and hit me. My car was totaled. The adjuster (***********************) at Auto Owners Insurance told me after a month of having a rental car that I was not allowed to keep it longer. This adjuster has never returned any of my calls or emails. I even left a message with his manager. No response. Last time he answered my call he asked me to sign a power of attorney so he could pay the remaining balance on my car and send me a check. That was 9/21. The balance has not been paid. I havent received a check.

  

  Business Response

  Date: 10/13/2023

  Thank you for the opportunity to respond to ****************. We are currently in communication with **************** concerning the settlement of her claim and addressing any questions she may have.

• Initial Complaint

  Date:10/05/2023

  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.

  In June 2023 I purchased ****** Tacoma not even two weeks ago I park the car in ******* didnt expect someone recklessly to hit my car but they did and this Insurance is there provider I file claim with this insurance in July and Ill in September they sent me a partial check to have the car fixed I asked about the diminished value from ************************* every day him have some type of excuse him and his supervisor. They are waiting for the next adjuster in ******** to tell them if ******** lost govern diminish value everyone can ****** ******** clause. I see that ******** cover diminished value if you hit someones car, this insurance company looking for me to *** them, I need someone to reach out to me about my diminished value for my car. This is a brand new car just bought this year 2023. You are guys are responsible to pay the diminished value. I did not want to go this far, but they are forcing my aunt to go this far. It should not be taking insurance for months to cycle a claim and rectify Amata that their client recklessly did if it is not resolved here I have no other choice to file the lawsuit and then file a claim with the department of financing That Im going to take with this insurance company responsible for the client

  

  Business Response

  Date: 10/17/2023

  We appreciate the opportunity to respond to the feedback provided by *******************. In the meantime, it is our understanding that the case has been resolved. We apologize for any communication issues that *** have occurred. 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20699247
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************************;

  yes, the situation was resolved. This is the fastest way I ever see they move for the three months Ive been dealing with this company to repair my car for the reckless client is the first I ever move, dispatch to resolve the screen you have to put out their dirty laundry in public for them to resolve a issue. I do not know what wrong with these companies you have to put their name out there in public for them to resolve something. Disgusted, this government must Do something about this if you have a problem with a business, you cannot resolve it peacefully without involve in another third-party. You have to put out your dirty laundry in public for them to hack.

• Initial Complaint

  Date:09/21/2023

  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 wreck with someone that is insured with auto owners. I filed the claim and the agent that was handling my claim denied it because according to him it was my word against his insured word and also because no one was cited but the police report had the other driver at fault. This agent didnt even ask for pictures/videos or anything before making his decision. He emailed and said that he was going to request video from police officers bodyclaim but he should done that before he denied my claim. I truly believe that he closed the claim before he investigated because Im a minority and female.

  

  Business Response

  Date: 10/03/2023

  We spoke with ************** and our insured driver about the accident and reached our liability decision based on our investigation. Neither party was cited. We requested video footage of the officer who responded. If provided, we don't expect a recording of the accident, but it may contain additional information for review. Our decision remains and we will be communicating with ************** as to the status of our request for the footage.

  

  Business Response

  Date: 10/04/2023

  We spoke with ************** and our insured driver about the accident and reached our liability decision based on our investigation. Our decision remains but we will consider any additional information ************ believes we should review.

• Initial Complaint

  Date:09/19/2023

  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 broke down having towing insurance with Auto Owners I called for a tow. That was 7:03 pm through the app. I waited about 5 minutes then called the ***** number to make sure they were actively looking for a truck. We had an issue about 2 months ago with Auto Owners trying to get a tow which took over 6 hours!!! It was over ******************************* a church parking lot. They would tell us a truck was on the way and 1 hr later truck would no show then they sent wrong kind of truck to pull a truck. So after this experience I did not want a repeat. At about 7:15 I was told that a truck would be there by 7:52. 7:52 came and went called the number for the tow truck no answer, called ***** number they couldn't get the tow driver either so they told me they would look for another tow truck. I requested a supervisor we waited and waited finally get a supervisor around 8:30p.m. they were "expediting the search" I wanted them to go outside of their contract drivers call a local driver in ********* and get a truck at this point we were at the 2 hour point, which is unreasonable amount of time by 9:30 I received a txt a truck would arrive at 10:52!!! Almost 4 hours!!! I called again to try to get them to just get any driver even if it was outside of their contract this is least they could do. I was finally told if I called on my own I could submit my receipt and may get reimbursed!!! I have paid for towing insurance for over 8 years with this company and when I need a truck I am expected to wait an unreasonable amount of time for a truck.

  

  Business Response

  Date: 10/03/2023

  We are sorry ********************** experienced longer than expected wait times. It is our goal to provide timely service for our policyholders. We contacted ********************** and she shared her experiences and offered some feedback. We are using her feedback to explore opportunities to provide better coverage and improve timeliness.

• Initial Complaint

  Date:09/06/2023

  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.

  Insurance is denying coverage of vehicle repairs that were caused from an accident and are also withholding documentation. They have also provided false information regarding the vehicle.

  

  Business Response

  Date: 09/15/2023

  Thank you for the opportunity to respond to ****************'s inquiry. After reviewing new documentation provided, we reached out to our appraiser. We consulted with both body shops and took another look at photos. We have determined the damage in question relates to the accident. We have reached out to **************** and have responded in writing as well. We are currently verifying the reasonable and necessary costs associated with the additional related repairs before issuing payment.