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

  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:07/11/2023

  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.

  This complaint is in regards to a 'property damage' claim that was filed in regards to an incident that happened on 06/14/23, in which my vehicle was deemed a total loss and liability was accepted upon investigation, video ***************** reports filed. **************** First Issue - I was not provided a rental vehicle from 06/14/23 to 06/21/23 (I filed a claim through my own insurance to finally recieve a rental 7 days after the accident, as I was not recieving any update or response from Auto Owners, despite my numerous phone calls, voice mails and emails sent to multiple departments alongside my assigned claims adjuster. Second Issue - The vehicle was deemed a total loss while on a Tow Yard, without being inspected by a proper auto body shop or even requested, not to mention the lack of supporting documents showing how this conclusion was made. I had the vehicle transported (through state farm) to an auto body shop (CarStar) to recieve a proper estimate. The car was deemed a total loss with damages exceeding $15,000 for a (2015 ****** Camry XSE)Third Issue - 06/28/23 I was sent an email with two attachments, one being a settlement offer, the second being a valuation by their own affiliated appraisal company (CCC). Despite the estimate available, vin number or engraving on the trunk. My vehicle was incorrectly described as an LE (base model) in the settlement offer and an XLE in CCC's valuation breakdown. My vehicle, being an XSE ($6,000 difference MSRP), fully restored and all reciepts, **************** of prior condition available, I gathered all accurate information and sent my response with all disputes on 06/29/23. My rental was returned 07/03/23, I have left many voicemails and emails, yet still, as of 07/11/23, not even one phone call, email, update or the slightest form of a response to resolve my claim and ********** settlement to account for my vehicle lost due to the negligence of their insured driver. This demonstrates unethical practices.

  

  Business Response

  Date: 07/18/2023

  We appreciate the opportunity to respond to Mr. **** complaint. Auto-Owners goal is to pay all that is owed on claims. We are working with ********** to come to an agreement on the value of his vehicle, and have attempted to communicate with him directly about his complaint.Auto-Owners will continue to work with ********** to resolve his claim. 

• Initial Complaint

  Date:07/06/2023

  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.

  Claim number: *************** Not hear any response from any one for over two months. They just not answer the phone and keep talking me they don't have my phone number even I have my phone number in the email many times. I need them to contact me to start repair my car.

  

  Business Response

  Date: 07/20/2023

  Thank you for the opportunity to respond to our customer, *********** We reached out to *********** to answer questions and recently reached a settlement and issued payment. We apologize for not meeting customer service expectations.

• Initial Complaint

  Date:06/27/2023

  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.

  Fire occurred at my house on 04/01/21. House has been rebuilt and occupied as of 04/17/22. Issue is trying to get reimbursement from Auto Owners for contents replaced by me, the policy owner. Policy covered contents. Policy limits of $201,600. Reimbursement claims approximately $120,000. I have sent in invoices by required deadlines for past 12 months and ***************** does not acknowledge receipt of documentation. Spoken with *************************** and ***************** of Auto Owners Claims. Generalized statement from them, in approximately January 2023, is there is a problem. They have provided no explanation or conclusion. (Lists of policy coverage, claims representative information, policy lost history report, National Vendor--as hired by Auto Owners--recoverable amounts, and Auto Owners recoverable amounts, are attached. Additional receipts and documentation available upon request but omitted herewith due to file size.)

  

  Business Response

  Date: 07/06/2023

  Please accept this a our response to ************************ complaint filed with BBB of **************** **** We have reviewed ************************ complaint along with our claim file. Our review of our claim file shows we have paid ******************** the replacement cost on all items that we have received receipts for. We have called ******************** and left messages requesting a return call in order that we can communicate with him to address his concerns. As of this date, we have not had a response form him. We are following up with a letter to ******************** to inform him that we wish to discuss any concern he has regarding his claim and to make every attempt to resolve them. We appreciate you bringing this matter to our attention. 

   

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20242703
  
  I am rejecting this response because:

  Thank you to Auto Owners for their timely response to my complaint, and thank you to the BBB for helping to facilitate a resolution as I am concerned this will continue to drag out.
  
  I am rejecting this response because I do not agree that the claim has been satisfied.
  
  I tried calling *************************** with Auto Owners the week of July 10, 2023, as was recommended in their response, but I have not received a phone call back from him.
  
  In their response they indicated that they have paid ******************** the replacement cost on all items that we have received receipts for.
  
  I do not dispute that I have received some funds for reimbursement of out-of-pocket expenses, but I was not provided an itemized list explaining what the reimbursement covered. I am confused as to what receipts they are making reference.
  
  I would like a copy of all receipts they have received or an itemized list of contents items replaced and amounts of said replacements, with a total amount of all funds they are claiming to have disbursed to me for reimbursement.
  
  If this cannot be resolved in a timely manner, I would like to file a formal dispute with Auto Owners and would like direction on how I can do this, administratively, through Auto Owners.
  
  Sincerely,
  *****************************

  

  Business Response

  Date: 08/14/2023

  Thank you for the opportunity to reply further to ********************. We have continued to work with ******************** to help him understand what has been paid, and determine if any items remain outstanding. We recently supplied ******************** with information he had requested about his claim, and remain open to further discussion. 

• Initial Complaint

  Date:06/21/2023

  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.

  2014 ************* deer collision May 11, 2023. Auto Owners is not paying acceptable value for the vehicle per comps she requested. If the value is increased to what it should be the vehicle is not considered totaled and will be repaired.

  

  Business Response

  Date: 06/28/2023

  Auto-Owners has taken the opportunity to conduct additional investigation of this claim in conjunction with the customers chosen repair facility. Based on assurances provided by the repair facility, we have decided to consider this vehicle as repairable per our customers wishes and have issued payment accordingly.

• Initial Complaint

  Date:06/03/2023

  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.

  Auto Owners Insurance Claim # ****************. An EF tornado came directly over my house on 03-26-23 causing major damage to my property. The adjuster came out and said he only saw damage to back of my roof and ridge shingles and that is all they will pay for. If you have wind damage to some shingles all shingles would have been compromised even if not visible. I don't have they money to pay for a roofing engineer to check. My issue is either way the roof will not look the same if you only replace the back. The old roof is 12 or 13 years old. I have hip roof and when you look at the corner of the house you see the back and the side at the same time. I feel like this diminishes the value of my house and would not look good. If I were to try sell it this house it would be a red flag that something happened to this roof. As a buyer I would not buy or the price would have to be reduced on order cover the roof issues. Every house in a mile radius had roof damage and all had complete roof replacements no questions asked but none had Auto Owners insurance. The complete experience with Auto Owners had been a struggle the communication with adjusters would take weeks at times to get a response to questions about what covered in the claim.I showed him on the original visit where trees were blown over and were going to fall on my shop . He said can't do anything about it because they were not on the building. In three weeks time they slowly fell over and laid down on the roof. When I contacted him he said that would be a new claim and new deductible. That's just wrong.

  

  Business Response

  Date: 06/12/2023

  Thank you for the opportunity to respond to our customer ************** The branch manager has reached out to discuss concerns regarding communication, the claim and our obligations under the policy language. We have responded in writing to these concerns as well.

  Customer Answer

  Date: 06/17/2023

   
  Complaint: 20138829
  
  I am rejecting this response because:  I paid for full replacement value of my property should something happen. My my house will not be of the same value with two different roofs. It will not look the same as before the tornado cuased damage.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/26/2023

  ******************, We are in receipt of ********************** rejection. We won't be providing another response for posting as we are fine letting ****************** have the last word on this one. The manager has addressed the specific matching and valuation concerns multiple times by phone and in writing and has explained why our position remains. 

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20138829
  
  I am rejecting this response because: we have differance of opinion and I cannot afford to contiue with any more actions.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/15/2023

  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 November 2021, I purchased a home with a 4 year old roof. I obtained a homeowners policy from Auto-Owners Insurance to cover the property. They came out to my home to inspect the property before issuing a homeowner's policy to cover it. On 2/27/23 during a winter storm, a huge ice dam formed on my roof, and I awoke to water pouring into the interior of my home. I contacted Auto-Owners Insurance, and a claim was opened. I was told that my policy provided coverage for ice dams. On 3/1/23, the ice dam had melted and water mitigation services began. Drywall and insulation was removed from the dining/living areas of my home (the entire east wall of the main floor, and 6-8 ft. of the ceiling and north wall of the home. On 3/5/23, Auto-Owners sent an Estimator Field Representative out to my home to assess damage to the interior of my home. An initial estimate was made by the insurance, and I was told to arrange contactors for the home repair. On 3/11/23, while standing in the dining area discussing repairs with a contractor who visited my home, water was noted to dripping on the floor, from the exposed overhead roof. The contractor pointed this out to me, stating he would not be able to begin the renovations until the roof was fixed. I notified the Auto-Owners Field Rep that day, and followed up with an email to Auto-Owners on 3/14/23, alerting them of the roof leakage, requesting a roof repair and including a Proposal from a roofing company. Auto-Owners has denied any roof repairs stating this was not caused by the ice dam. Since that time, my roof has continued leaking in 3 different places, under the exposed ceiling, with EVERY snow/rain event. I cannot get contractors to begin home renovation, while the roof continues to leak (2 1/2 months now). From home purchase through 2/26/23- no water leakage in home, no drywall wetness or water staining, no mold in walls per mitigation team. 2/27/23 forward- constant water leaking in home with rain/snow, in area of ice dam.

  

  Business Response

  Date: 05/24/2023

  Auto-Owners Insurance received the BBB complaint on May 15th, 2023, in which the insured indicates an issue in finding a resolution to their claim. It is unfortunate we have not reached a resolution and we are committed to resolving the claim. We will continue to communicate to attempt to bring this matter to a reasonable conclusion for all parties concerned. We appreciate the opportunity to respond to this concern and will work to resolve the claim amicably.

• Initial Complaint

  Date:05/09/2023

  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.

  The complaint is regarding the handling of a theft claim for a Jeep by Auto Owners Insurance Company. After the policyholder submitted a complaint to the Department of Insurance, the insurance company requested the policyholder's bank and medical records to assess their financial status. The policyholder finds this approach invasive, inappropriate, and baseless, as it appears to be an attempt to deny the claim based on potential financial difficulties rather than genuinely assessing risk. The policyholder expresses concerns about the violation of their privacy and rights and requests a fair and reasonable investigation into the theft claim in accordance with ****** Unfair Claims Settlement Practices Act and other applicable laws and regulations.

  

  Business Response

  Date: 05/11/2023

  Thank you for the opportunity to respond to ********************** claim. We are currently investigation the claim and reaching out to ****************** for assistance with this.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20038240
  
  I am rejecting this response because:  this has been going for over a month.

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

• Initial Complaint

  Date:05/05/2023

  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.

  I have been trying to take care of this since the date the accident occurred. February 8th 2023. A person who uses auto owner insurance hit me while in a car wash. The car wash company and my insurance company verified that. The driver didn't even stop. It was considered a hit and run. I filed a police report and everything. My insurance company filed a claim with auto owners insurance. They were supposed to call me and never did. I ended up calling them at they told me oh we talked to our driver and he gave ** a different story and we go off what he says so the claim was closed. I said oh very interesting because we have video. I let *** know she needed to request it from quick quack car wash to recieve it since quick quack will only give it to the insurance companies. She never did. I call *** and said can't do anything unless I have video so i said request it again. Well still haven't requested it. I even put the manager of quick quack in an email with *** together and still nothing. Seems like they don't want to get the video so they don't have to be at fault. I've tried calling the business in ****** and the continue to make excuses and no one is ever available to fix it and to keep calling back.

  

  Business Response

  Date: 05/12/2023

  Thank you for the opportunity to respond to **************** We received 2 e-mails from **************** asking us to contact her and later called us to make first contact. Timely responses are part of our customer service goals. Our first discussion with **************** occurred within a 15 calendar day state requirement that an insurer acknowledge receipt of notification of a claim. We are also aware an expectation was communicated to **************** about receiving a response within 3 business days regarding an incident slip. From a screenshot ****** A. provided, this concern appears to be directed at the car wash owner and not an expectation we set. We recently obtained the videos of the incident and appreciate ****************'s assistance. We have reviewed them and are currently investigating. We plan on responding in the near future with an updated status of our liability determination.

• Initial Complaint

  Date:05/05/2023

  Type:Product 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.

  On April 26, 2023, I filed a claim on my Auto-Owners Insurance policy. I received a voice mail from Claim Representative, *************************, requesting more information. I tried to return his call to see what information he needed, and was unable to reach him. I have left 3 voice mails for him, one on 4/27/2023 at 6:52 am, another one on 4/27/23 at 3:11 pm, and the third one one 4/28/23 at 8:06 am. I also sent him an email on 4/29/23. I have not a received a response from him at all. I have not been able to get any information regarding my claim. I do not the know what additional information he needs. I have already received an estimate for my car. And I want to get the repairs done as quickly as possible. Thank you.

  

  Business Response

  Date: 05/11/2023

  Thank you for the opportunity to respond to ************ We strive to reply to communications received pursuant to state requirements. Even though we were within state requirements, we regret we didn't reply more timely as our goal is to provide exceptional customer service. We have recently reached out to ************ to discuss and explain the claim process. We will remain in communication as we work toward a resolution.

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20021650
  
  I am rejecting this response because:
   My claim has been reassigned to ***************************.  And I left a voice message on Friday l, May 12th and sent email on May 15th asking about the status of my claim.  And he still has not responded.    The only person that seemed to care and called me about it was ************************* and it is no longer assigned to her.

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

  

  Business Response

  Date: 05/31/2023

  Thank you for the opportunity to address the concerns of our customer, ************ We are committed to improving our customer service and we will utilize this feedback moving forward. We have contacted ************ to address concerns and the claim is moving forward to resolution.

  Customer Answer

  Date: 05/31/2023

   
  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:05/03/2023

  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.

  On March 2, 2023 I was sitting at a red light on ************************************** in *******, ****** in my 2010 ****** Camry when I was hit from behind by a 2018 **** F750 owned by *************************** of *********, ****. The driver was an employee of the company by the name of ***********************. ************** admitted fault and we exchanged information. Their insurance company is Auto Owners Ins. Company and mine is State Farm. I later filed an accident report with the ****** DMV.The impact damage the rear ************* trunk lid, punched holes in the bumper, and knocked out the right front head light, fog light, and caused the high beams not to work correctly. I contacted an estimator that works for Auto Owners Ins. and he came out to my home to do the estimate. At the time we went over the damages and I told him in addition to the rear end damage the lights no longer worked since being hit. He mentioned it in his report but said it most likely wasn't due to the collision. I disagreed because all the lights were working prior to the impact. I took my car into ****************** in *****, ** for repair. Since the car was going to be in the shop anyway and the work was going to be done to get the lights to work I asked them to just change out the head lamps since they were getting foggy and I would pay for the replacement.The shop said the insurance company denied covering any work on the lights. We contacted them several times explaining I had lights until the impact. They will not cover a diagnostic to see what the problem is and they have no interest in helping figure out what happened or why. All I know is I had lights prior to being hit and then I didn't on the right front or high beams after being hit.The headlights now work after I paid to have them replaced and the shop took care of the fog light but high beam still isn't working right. I did not get my car back to the original condition prior to the accident.

  

  Business Response

  Date: 05/08/2023

  Thank you for the opportunity to respond to ******************** complaint. We have been in contact with **************** and further explained our position and what additional information is needed.

  Customer Answer

  Date: 05/13/2023

   
  Complaint: 20014802
  
  I am rejecting this response because:
  Auto Owners is requesting a statement in writing from ****** or an automotive mechanic that the non working lights were due to the impact. As you can imagine companies who did not work on the vehicle are hesitant to provide that. But I will once again reintegrate all lights were working prior to the impact and Auto Owners has been unwilling to even approve a diagnostic or work of any kind relating to the lights.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/17/2023

  It is the goal of Auto-Owners Insurance to pay what is owed on each and every claim. We believe we have met that goal on this claim, and have paid for all damages related to the relatively minor impact to the rear of the consumer's vehicle. At this time, no evidence has been presented to Auto-Owners by the consumer's shop of choice or others, to relate the front headlight issue to this relatively minor damage on the rear of the vehicle. It is not the role of the Company to try to prove a claim against its own insured. Rather, the party making the claim should present evidence of their loss, which the Company may verify. The Company is not able to pay for exploratory diagnostics when there is no other objective evidence suggesting a relation to the accident.