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.

close

Find a Location

Auto-Owners Insurance Group has 122 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Auto-Owners Insurance Group

  53420 Van Dyke Shelby Township, MI 48316

  
• 

  Auto-Owners Insurance Group

  6101 Anacapri Blvd Lansing, MI 48917-3968

  
• 

  Auto-Owners Insurance Group

  2401 East Paris Ave SE Grand Rapids, MI 49546-6132

  
• 

  Auto-Owners Insurance Group

  3687 Old 27 S Unit 5 Gaylord, MI 49735-7720

  
• 

  Auto-Owners Insurance Group

  830 Pleasant St Saint Joseph, MI 49085-1102

  

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:09/05/2023

  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.

  I filed an auto insurance claim with the agency's ****** office in July for an accident that occurred on July 1st of 2023. The accident was the fault of Auto-Owners Client. The agency accepted liability on July 31st and shortly after sent an appraiser to assess the damage to my vehicle. When the appraiser's judgment came back early in ***********-Owners deemed that our car was a total loss as the cost to repair the car ($6,773) was over 70% of the actual cash value of the car ($9,626). They in turn provided (2) options: File for a salvage title for a payout of ($7,000) or sell them the car for ($10,490). Neither of these options were acceptable to me as the car is only showing minor aesthetic damages and is still drivable. Additionally, I received an estimate from my preferred body shop for a value less than the 70% valuation the company uses to justify totaling a car. My issues with the company are as follows:- I have reached out via phone and e-mail numerous times over the past 2 months (July-August) to try to work out a solution that does not involve salvaging my car. As of today (9/5) I have received no responses.- I would like payment for the damages Auto-Owners has accepted liability for without salvaging the vehicle even if that means taking a reduced amount.- The company and its associates appear to be giving us unsuitable options and refusing to communicate as a means of reducing their own liability. If true, they are acting in a manner that is unethical for a business, and I would like the public warned as a result.

  

  Business Response

  Date: 09/13/2023

  Thank you for the opportunity to respond to this complaint. Since the writing of this complaint, we have been able to reach an agreed settlement with ************************.

  Customer Answer

  Date: 09/17/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/27/2023

  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.

  I filed a claim after a hail storm passed through my neighborhood damaging several of my neighbors homes as well as mine. Auto owners claims they found hail damage but cannot prove it happened within a year. I provided proof that there was a hail event in my area and they denied the claim.

  

  Business Response

  Date: 08/31/2023

  Thank you for the opportunity to review and address Mr. and ********************* concerns regarding the claim they filed for their roof for hail damage. At this time, we have completed our investigation of the claim and advised the Goldens' of their coverage under their policy and how it can respond to their roof. Currently, we are reviewing additional information sent in by **************** regarding weather reports and will be providing direction moving forward on additional information we may require to give consideration on their claim.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20529142
  
  I am rejecting this response because: Auto Owners Claims Adjustor ***************************** contacted me and confirmed that ******* has hail damage but stated the hail fell six miles from my home.  I told him I was home at the time, and know hail fell on my home as well as several of my neighbors roofs have sustained damage. I am not sure why ****************** thinks that a weather report would be broadcast from my neighborhood. I have hail damage on ******* as ****************** stated, but Auto Owners does not want to live up to the contract. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/15/2023

  Thank you for the response to our initial feedback. Since the initial submission to the BBB, we have held a conversation with ************ over the phone, provided a letter, and e-mailed with him advising of our review of his policy and the facts of his claim. Additionally, and previous to the original submission to the BBB, we have provided him with a letter outlining how his policy applies to the claim he filed. We have communicated what we need to ************ in an effort to give his claim and concerns the utmost consideration.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20529142
  
  I am rejecting this response because: I have not heard from anyone at Auto Owners Corporate regarding my claim.  The adjuster is not reasonably considering the claim.  The adjuster's agree that there is hail damage on *******, but claim it did not happen in a recent hail event.  According to my research, as well as first hand knowledge, there have been several hail events in close proximity to my home within the past 12 months. I will provide the link below that my roofer submitted to Auto Owners. If we cannot resolve this issue, I will be getting a public adjuster and reporting the local Auto Owners office to the State Insurance ********************* I urge the **************** to do a quick ****** search of hail reports in my area. There is a lot of supporting evidence that there have been multiple hail events in my neighborhood

  *************************************************************************
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/27/2023

  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.

  I have had Auto Owners insurance on my car and home for 13 years..A hail storm came thru my small town and damage my car. Estimate fromAuto Owners Insurance $4,000Estimate small town collision shop $8,000 My friend lives a block away he fixed his car already $9,500.Auto owners Insurance has given me two options..1 -Take $4,000. and pay bank note.2 - Repair car and they might raise amount of damage? However if estimate is higher than the value they will total and take my car for salvage and I can buy it back. What? Lol??I paid ******. For my car 2 years ago.************************* insurance purchased this Horrible Auto Owners insurance coverage for me. Thanks lol..What happens if a tree falls in my house During a storm? Will they offer me a payout For half my coverage? This small town suffered a lot hail damage! Auto owners is the worst insurance I have ever had! I saw another complaint about a home claim same storm same insurance I have??They are in the same boat. Auto owners is trying to get off cheap when an entire town suffered hail damage! Customers should come first not company profits! ??On a side note: Auto Owners and *************** insurance are very friendly while they explain how they are gonna stick it to yah! Lol UNBELIEVABLE!!!

  

  Business Response

  Date: 09/05/2023

  Thank you for the opportunity to respond to this complaint. We have recently left a message for our insured in order to further explain the supplement process in case additional damages are found. We can also address any additional questions they may have.

• Initial Complaint

  Date:08/19/2023

  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.

  ************** Department of Insurance,I am requesting assistance from the ************** Department of Insurance due to an unsatisfactory auto claim experience with Auto Owners Insurance. I want to provide an overall recap of my auto loss and explain details of the horrible and unacceptable claim service I received from my insurance carrier. Auto Owners Claim Number: **************** The Date of Loss for my auto claim was April 24, 2023. I have a 2022 ***** CRV with only ***** miles and was traveling on I-40 near **********, **, and struck a 5-gallon bucket in the highway. The vehicle was driving normal, but there were dash lights that appeared on my dash. I am single 76 years old woman, and do not have a mechanically inclined background. Therefore, as a normal prudent person would do, I called the local ***** dealership, Burlington *****. I explained to the service representative what had happen, and the lady informed me it sounded like I may have disengaged some wiring. She at no time ever told me or even indicated that I should no longer drive the vehicle. My residence is in **********, **, so I started driving back on I-40 to head home. During this travel, my vehicle appeared to be losing power, so I immediately stopped driving and pulled my vehicle to the shoulder of the roadway. The vehicle was then towed to ********** ***** in ********** for repairs. On April 25, 2023, I reported a claim to my insurance company, Auto Owners. I explained the details of the loss to my assigned adjuster, ***********************. They agreed to cover the damages as a result of the loss. ********** ***** performed an estimate of damages in the amount of $3,200.26. Auto Owners agreed to this estimate less my $250.0 deductible. On or around May 13,2023, the original repairs were completed, but ********** ***** then advised the vehicle was losing coolant. After additional diagnosis, ********** ***** determined the engine needed replacement. This is the point in my claim where everything started going downhill. On May 17,2023, my adjuster *********************** advised he is looking to secure and estimate from ********** ***** for the engine replacement so he could review. I want to point out that several times throughout my entire claim, ****************** advised me how busy and overworked he was. For 2 solid weeks, from May 17 May 30, I received no contact or follow up from Auto Owners, delaying the claim. Due to their negligence and poor time service, I had to take action and reach out to the Claims Manager, ***************************. I left him a voicemail, and he returned my call on May 31, 2023, advising that they were waiting on ********** ***** to send them an estimate for the engine replacement. This is the same story I heard from his adjuster back on May 17th. There was no follow up from Auto Owners to ********** *****, and this insurance carrier continues to delay the claim. This type of poor time service is not acceptable to a consumer. Their delays also caused me a tremendous amount of stress and transportation issues. I had a rental car for 21 days of my policy rental coverage. On May 19th, I turned in the rental and had no transportation. Due to Auto Owners delay in claim handling, I would have ran out of rental coverage before they made a determination on my claim. I had pre-surgical appointments I had to miss or reschedule, and Auto Owners showed no empathy whatsoever to me, and never apologized or compensated me for their continued claim handling delays. On June 2, 2023, adjuster *********************** called me, advising they have now decided to hire an engineer to inspect my vehicle. This decision is 17 days after they were made aware the engine needed replacement. Another continued delay in my claim from Auto Owners. I expressed to ****************** my dire need for transportation, and if they choose to keep delaying my claim, and not providing me timely service, they should at least provide me transportation. He declined and stated there will be no extension on my rental. I was honestly shocked at the poor treatment I am receiving from my own carrier. On June 5, 2023, the engineer contacted me as he needed my permission to inspect my car, which I granted. On June 16, 2023, I have had no contact, or any follow up from Auto Owners on my claim. I attempted to elevate my concerns to a higher lever at Auto Owners. I called their claims ***** number, but was given the run around, and my request to speak with their complaint department was denied. We are now at the end of June, and I still have heard nothing from *********************** or ***************************. It has now been 1 months since the engine needed replacement, and I still have no answers and no transportation. At this point, I dont know what to do. On June 30, 2023, I called *************************** and left a voicemail requesting a claim status. I am having to do all the follow up on my claim, Auto Owners poor service warrants bad faith claims handling. After 6 additional days, I finally get a return call from ***************************, indicating they are now denying my claim for the engine replacement. Then, he said they might cover it if the engine could be repaired, and the engineer is going back out to ********** ***** to discuss if there are repair options on my engine. I want the department to investigate how a claims manager at Auto Owners can advise me that he is denying my claim if the engine needs replacement, but he might consider paying the claim if the engine can be repaired? That sounds very unethical on the insurance company claims handling. I received a written letter from Auto Owners, signed by ***************************, dated July 6, 2023. In his letter, he indicates that Auto Owners attempted to contact Burlington *****, but could not confirm my conversation with them. They go on to say, that they then contacted ********** ***** who advised the engine needed to be replaced. **************** then advises they have hired *********************** with US Forensics, who determined my continued driving of the car caused the engine to fail. The letter then refers to my policy language under Exclusions, that they will not pay for damage due and confined to mechanical or electrical breakdown or failure. My understanding of this portion of my policy, is this is generally referring to mechanical breakdown due to wear and tear? The letter goes on to say that Auto Owners believes I did not take reasonable steps to ****************** from further loss. I feel Auto Owners is purposely trying to deny my claim instead of affording coverage. I also find it interesting what Auto Owners chose to leave out of the letter they sent me. I spoke to the ********************* in the service department at ********** *****. He advised me that he also told Auto Owners that based on the description of the vehicle damages, he also would not have told me to stop driving the vehicle. I did what a prudent person would do. I called the ***** dealer in **********; they did not advise me of the need to stop driving. ********** ***** in ********** advised they would not have told me to stop driving. These are the experts; these are the *** certified shops stating this. Why did Auto Owner not take this into consideration, and why did Auto Owners leave this vital information out of their response? On July 19, 2023, *********************** called me to advise there is no repair options for my engine, it needs replacement, and he is officially denying that portion of my claim. After 64 days of knowing my engine needed replacement, I get the final claims decision of the denial. I sincerely hope this is not acceptable time service in the eyes of ************** to a consumer in **************. I sincerely hope the Department investigates and takes action against Auto Owners Insurance for the unacceptable service to me on my auto claim. Auto Owners unreasonable time delays in claims handling and unethical claims service, has placed an undue amount of extreme stress on their own elderly policyholder. They have also placed a financial hardship on their insured, as I had no choice but to pay out of my own pocket for the engine to be replaced in the amount of $10,229.54. I am asking ************** to please assist this innocent consumer of ************** who has received deceitful and unethical treatment from Auto Owners Insurance Company. The entire claims process lasted from April 24, 2023 to July 19, 2023, for a total of 86 days. I had transportation for 21 of those days. I am asking that the engine part of my claim to be heavily reviewed and covered as part of the loss. I am seeking reimbursement for my out-of-pocket expense for the engine in the amount of $10,299.74 plus transportation expense for 65 days I was without a vehicle @ $50.00 per day in the amount of $3,250.00, for a total reimbursement in the amount of $13,549.74.I am sincerely hoping for a complete and formal review of my claim, and that ************** will hold Auto Owners Insurance Company accountable for their bad faith claim handling and severely poor treatment of their policyholder. Sincerely,*****************************

  

  Business Response

  Date: 08/21/2023

  Regretfully,we understand there is a disagreement over how coverage should be determined on the claim. We believe we have handled the claim in an appropriate and reasonable manner. We are happy to answer any clarifying questions or concerns our insured has at any time.

• Initial Complaint

  Date:08/16/2023

  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 recently filed a claim with Auto-Owners Insurance Company (Claim Number: XXXXXX) due to an accident caused by their insured person in November 2022. Unfortunately, my experience with the company's claims handling process has been extremely frustrating and disappointing.My main concerns revolve around the lack of communication and follow-up from my assigned claims adjuster. Despite my attempts to reach out via calls and emails, I have faced significant delays in receiving responses. Even basic acknowledgments of my inquiries have taken weeks, and I've often had to make multiple attempts to elicit any form of communication.Adding to my frustrations, when I provided necessary documents from my medical provider to support my claim, the process of receiving feedback from my adjuster's supervisor has been unnecessarily protracted. This level of inefficiency and lack of responsiveness has left me feeling unsupported and unheard.Furthermore, the accident caused by the insured individual has had profound effects on my medical well-being. These effects have exacerbated a pre-existing condition, a fact that has been explicitly stated in my medical provider's records. Despite the gravity of my situation, I feel that the company has not demonstrated the necessary commitment to adequately address my needs and concerns.I am committed to resolving this issue amicably and without resorting to legal action. However, I believe that my situation highlights a significant lapse in the quality of service that Auto-Owners Insurance Company should provide to its policyholders.I kindly request that the Better Business Bureau investigate this matter and help mediate a resolution that addresses the communication deficiencies and ensures that my medical needs are appropriately addressed. I am seeking a commitment from Auto-Owners Insurance Company to improve their communication practices, establish a clear timeline for the resolution of my claim, and demonstrate a genuine commitment to customer service.I appreciate your attention to this matter and am hopeful that the Better Business Bureau can help facilitate a fair and timely resolution.

  

  Business Response

  Date: 08/23/2023

  We appreciate the opportunity to respond to this complaint.We apologize if there were any issues with communication. The assigned claim representative had to be out of the office. In the meantime, we have reassigned the claim and reached out to communicate with the consumer. 

• Initial Complaint

  Date:08/03/2023

  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 have been insured with Auto Owners Insurance for over 15 years and have never filed a claim. The Auto Owners policy that I have covers both the home and garage that I own. I had extensive damage occur to my garage roof, and it caved in due to storm and high wind damage. Auto Owners now claim that the damage occurred due to advanced age. If this was indeed true then why did they cover the garage in my policy. My garage was not extremely old. They collect your insurance premiums but refuse to reimburse there customers when they have a loss.

  

  Business Response

  Date: 08/07/2023

  We appreciate the opportunity to respond to our customer's concerns about their storm claim. It is the goal of the Company to pay all that is owed on based on the policy at hand. We will continue to communicate with our insured and evaluate any additional information received.

• Initial Complaint

  Date:07/31/2023

  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 filed a claim on 07/10/2023. It took 15 days (07/25/2023) for an adjuster to come out and look at my car. Its been deemed a total loss. Auto owners contacted a 3rd party towing company to pick up my car, it was picked up on 07/28/2023. The tow truck driver told us it was going straight from my Dads house to the auction that day! Its already being auctioned and Im still waiting for the bank loan to be paid off. How is that okay? I dont have a car and havent for almost a month now. Auto owners has had my loan account information since Wednesday and its still pending. I cannot get my other car (a dealership is holding on to my future car for me, but for how long?) until my current loan is paid off. I just got off the phone with my claims adjuster (that guy is a saint) and was told it could take up to a month longer. I dont pay $50-$100 extra per month for the same coverage I could get at other insurance companies for the lack of movement. In ***************************************************************************************** like two weeks, no time at all. Im highly disappointed in auto owners and Ive been a customer since I turned 16 in 2007 and my Dad has been a customer since the ****s. I will be shopping around for another insurance. It certainly does not take them a month to pull my payment from my account when theyre owed.

  

  Business Response

  Date: 08/01/2023

  Thank you for the opportunity to respond. Since the filing of this complaint, we have been able to make contact with **** along with issuing payment for the damages.

• Initial Complaint

  Date:07/26/2023

  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.

  We currently have Auto Owners insurance for our home owners coverage. We have purposefully had a service endorsement on our policy. This service line endorsement is to cover any issues that *** occur with the outdoor plumbing for our septic system. On our endorsement it states that the service line endorsement covers any piping or wiring that provides services for water removal, waste removal, etc. We recently had our septic system rupture and break through the line that removes the water from the septic system. I called our insurance and filed a claim for this situation. After a very long back and forth process they proceeded to tell me they were denying our claim and that the policy should have said, it only covered the main pipe from the house to the septic tanks. I went round and round with them asking how the interpret any piping or wiring. They are refusing to step in and pay for this issue we are having. This has to be fixed because waste water will continue to flow out of the pipes and into our yard. My husband and I are expecting our insurance to quickly resolve this by paying for what is in the policy that it should cover. This process has been going on for way too long and we are in need of getting it fixed asap.

  

  Business Response

  Date: 08/09/2023

  Good Afternoon -

  We thank you for the ability to provide a response to this inquiry. We will be reaching out to our insured to respond to their questions in a formal response.  

  Let us know if you have any questions. 

  Thanks! 

• Initial Complaint

  Date:07/14/2023

  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.

  My vehicle was damaged in an at-fault collision with a parked vehicle on June 10, 2023. I am the insured. The other party's vehicle/property damage has been addressed/resolved by my insurance company, within the limits of my policy, in accordance with ************* law. My vehicle was deemed a total loss by the independent appraiser commissioned to review the damage. The regional claims manager is ***********************************. I have received a written document from my insurer stating the net amount they are willing to pay is $4,829.02 with the insurer receiving my original title along with the salvage/damaged vehicle. The original title was provided to the local claims office on July 5, 2023. The vehicle was subsequently removed from the collision repair facility on July 10, 2023.I have received notification from the insurance claims representative, ************************* ************, that my payment will be reduced to $4,429.02 for reasons that: 1) benefit the insurance company's financial gain and interests, 2) are purely arbitrary and totally unrelated to the actual covered loss, 3) are not specified in writing within my contract or policy of indemnification, and 4) are completely outside of my ability as a consumer to exercise what one may consider reasonable or lawful control.Moreover, in accordance to my policy, my $500 deductible has been figured and accounted for in arriving at the $4,829.02 figure stated previously.Therefore, the difference between the two figures totaling $400.00 represents a severe and unacceptable financial loss of an amount of which I "have not been made whole", which is contrary to the ************* Iaws of insurance. Additionally, I do not have the financial means to even consider subsidizing/enriching a major insurance company for such a significant amount, let alone be burdened with this additional loss.

  

  Business Response

  Date: 07/18/2023

  Thank you for the opportunity to respond to this complaint. Throughout the claim process we have explained to ****************** potential reduction in the settlement of his claim. We explained the $400 reduction to ****************** on July 13th, 2023 while discussing the settlement amount. We will contact **************** to explain this amount again.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20323233
  
  I am rejecting this response because:
  

  The insurer is simply restating details, and fails to bring unknown/new and relevant information for consideration to support their illegal desire to force me to absorb a loss of $400.00, which is contrary to ************* insurance laws. I am to be made whole according to law, within the limits of my policy. That is all I'm asking for. The insurer has absolutely no foundation for their actions other than an obvious financial desire to unjustly enrich themselves at my expense by not fully paying, while failing to make me whole. This is not acceptable. Considering the nature and severity of this claim, along with all factors involved in making an intelligent decision, I never agreed to accept their arbitrarily established time limitation, in writing.

  I ask that  my desire to be made whole occur.
  

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/16/2023

  Thank you for the opportunity to respond to this complaint further. We followed up with ****************** by email on July 19th explaining the reason for the $400 settlement deduction. Throughout the claim, we have explained salvage, storage fees, etc. and how they will affect the final settlement.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20323233
  
  I am rejecting this response because they have consistently/repeatedly failed to recognize the clear fact that as a direct result of: 1) their negligence, 2) action, and 3) failure to be reasonable, I have suffered a significant claim related loss totalling $400, and thereore, have NOT been made whole as stipulated by **** law.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/13/2023

  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 totaled by auto-owners insured on 7/2. She caused a 3 card accident. It took me a week to finally get an assigned property adjuster *********************. He has done nothing my car has still not been assets and thats after my insurance progessive went and picked it up from the tow yard. I gave **** all the information needed and he lost it and had the audacity to ask me for it again 4 days later only after I called him and left 4 messages. I had to contact his supervisor and pull up to the Lakeland location only for them to lie and say he works outta the Clearwater offices. And thats before they told me they would go get him. LIES. My insurance company has already done what they needed and was ready to close the clm yet Auto Owner has done nothing and I mean *********************! Its now going on 2wks and Im still car-less and he had the audacity to say my car could possibly be fix after it clearly is already deemed as a total loss. I will be filing a BBB COMPLAINT as well. This company is a fraud and does not take accountability. What company has not even went to the tow yard after my insurance had it recovered! What adjuster loses information and nvr called to ask for the information. The supervisor ***** is just as useless. Atp they will just get sued. Im seeking $30,000

  

  Business Response

  Date: 07/18/2023

  Makechia R.,

  We appreciate you reaching out regarding the level of service you have been provided and are sorry if we did not meet your expectations. On July 7th, the branch assigned an appraiser to inspect your vehicle but the appraiser was unable to enter **************** to view the vehicle. This was rectified last week and the branch expects to have documentation back soon to present to you to resolve the claim. Thank you.

  Customer Answer

  Date: 07/21/2023

   
  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.
  
  Sincerely,
  
  *************************