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 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:04/29/2023

  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 a homeowners insurance claim with Auto-Owners and my condo association has one as well. My condo was completely destroyed by water damage from the unit above. The same claims administrator (*************************) handles both claims yet I am unable to get proper payment because the claims administrator plays one claim against the other and refuses to deal with me directly and instead refers me to the condo association. The reimbursement I received from the condo association is $2,550.66 less than I spent to restore the condo. I have requested to be reimbursed the $2,550.66 from my policy. The responses from the claims administrator have been infrequent and I often have to ask several times to get a response.Also, I was told by the claims administrator that they would pay my loss of use (rental income) for as long as it takes to get the unit back to being able to be occupied within reason because they recognize in the current environment that repairs are taking quite a bit of time and are taking that into consideration. Yet as soon as they reach the policy limit they stopped paying. I did everything I could to get the unit restored as quickly as possible. It took the claims administrator 80 days to get an estimate to the condo association. I purchased cabinets, granite countertops and flooring out of my own pocket to speed up the process of restoration rather than waiting for a reimbursement. I was not reimbursed $15,635.64 in rental income for ******** February and March. I was able to get the condo completed restored in 7 months after receiving the estimate from the claims administrator.I attempted to get assistance from the claims administrator's supervisor (*********************) but she refused to provide any assistance other than to state what the limit on the policy was and they could not pay more. However, she ignored that the claims administrator stated that they would continue to pay until the unit was restored. She also refused to discuss the Condo Association's claim with me and conveniently disregards that it took 80 days to get an estimate.

  

  Business Response

  Date: 05/09/2023

  We appreciate the opportunity to respond to feedback from our customer. Unfortunately, this matter was complicated by having more than one policy involved in the condo claim. We believe we have paid what is owed under our insureds policy. We have communicated with our insured in regards to his claim under his policy. 

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19998994
  
  I am rejecting this response because:

  1. The response is inaccurate.  There are two policies.  One that is mine and one that is the condo association.  Both policies had a claim filed that effects my condo.  The failure of Auto Owners to properly manage the condo association claim affected the claims under my policy.  Auto Owners took 80 days to issue an estimate under the condo association policy.  Auto Owners representatives told me in writing that they would cover the loss of use because they knew it was taking longer to complete the work.  Then chose to stop paying.

  2. Very disingenuous of Auto Owners to have the same person I complained about to contact me to resolve the issue.  She simply kept repeating what she told me before and refused to explain why it took 80 days to issue an estimate.  There was no sincere attempt by Auto Owners to resolve the issue.

  Sincerely,
  

  
  *****************************

  

  Business Response

  Date: 05/17/2023

  Auto-Owners appreciates the opportunity to reply further to our customer's complaint. The ******************** agrees there were two policies, one for the complainant and another for their ****************** These are separate policies that cover different aspects of the loss as outlined by the rules for the condo association. Auto-Owners had to work separately with each policyholder on their own aspects of the loss. 

  The Company paid the full policy limit available for loss of use.

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 19998994
  
  I am rejecting this response because:

  1.  Auto Owners inaction on the condo association claim prevented me from repairing my condo prior to the loss of use running out.  The Auto Owners Claims Administrator said in writing they would continue to pay the loss of use until the repairs were completed.

  2.  While there are two policies, I am a claimant on both.  Auto Owners continues to hide behind the issue that the ***************** policy is not in my name and they cannot discuss why they failed to pay the claim timely so that I could get my repairs completed before the loss of use ran out. However, their claims administrator and claims adjuster have dealt with me directly when I questioned the repair estimates and have adjusted the estimate based on information I provided to them directly.  Yet when I try to discuss why it took them 80 days to issue an estimate they fall back on I am not the owner of the policy. 

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

• Initial Complaint

  Date:04/28/2023

  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.

  Was told before I left the hospital that the insurance company was going to pay for a home health aide. I have not found any home health agency that is willing to work for the low price the insurance company is willing to pay for. Due to insurance company abusing its power over the prices my health is being neglected

  

  Business Response

  Date: 05/08/2023

  Thank you for the opportunity to respond to ****************** We have reached out to discuss concerns involving a search for a home health agency. We have offered assistance and will continue to handle the claim pursuant to applicable statutes and legislation.

• Initial Complaint

  Date:04/18/2023

  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.

  On April 2, ********************************************************** a store. Auto Owners has agreed to pay $1,644.92, However, they refuse to pay me directly even though I own the vehicle outright. They want to include the name of the repair shop, LaMettry's on the check. This is unacceptable to me. I am willing to accept a check for $1,644.92 made directly out to me.

  

  Business Response

  Date: 04/19/2023

  Auto-Owners' understanding was that you wished to repair your vehicle at the chosen facility. We apologize for this misunderstanding. After verification of your ownership interest in the vehicle,we have re-issued the payment as requested.

  Customer Answer

  Date: 04/24/2023

   
  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:04/11/2023

  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.

  I was rear ended in February, I contacted the drivers insurance company February 10th and they replied back on February 24th. I sent all of the information requested to receive payment and I had been waiting for over a month to hear from them. I finally reached them a couple of days ago for to only to continue to get the run around. I was told that I would get a check in the mail or direct deposit and I have yet to see either. Now I have not received a response from either text, email or by phone from them. Here is the information that I have on them. Location: PO Box 39 ***********, ** 60118-0039 Claim number: **************** Representative contact info: ******************** ************ | Auto-Owners: ******************* phone: *********************** fax: ************ email: ************************ mailing: PO Box 39 ***********, ** 60118-0039

  

  Business Response

  Date: 04/20/2023

  This letter is in response to the above referenced BBB Complaint.  Owners Insurance Company insures *********************** under policy number ************.  *********** was responsible for property damage caused by a motor vehicle accident that occurred on 01/31/2023. The property that was damaged is owned by ************************
  
  Our adjuster, *******************, contacted **************** on 02/24/2023 to advise that he had difficulties with our texting system and requested **************** email the estimate to him. Although it is unclear when the email was sent, it was noted in our system that it was received and submitted for review on 03/30/2023. On 04/10/2023, ******************* advised to **************** that the estimate was reviewed,and that payment could be issued once we received a document showing proof of ownership. **************** sent over the registration information for her vehicle on 04/12/2023 and payment was issued the same day electronically. I have since reached out to **************** to verify that her concerns had been addressed and that there was nothing further that she requested of Owners Insurance Company at this time.
  
  If you have any questions, or require further information, please feel free to let me know. 

  Customer Answer

  Date: 04/24/2023

   
  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:04/11/2023

  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 Insurance company keeps denying liability for there client who changed lanes and side swiped my car. The damage shows what happened and so does the police report yet they refuse to accept the facts. Instead they have this dilusion that their client didnt do anything wrong. Yet some how she ended up in my lane which is supported by pictures and the police report and the statements. This company is a scam !!!

  

  Business Response

  Date: 04/14/2023

  We are sympathetic to this consumers loss. Auto-Owners has investigated the incident thoroughly by obtaining detailed statements from each involved party for their contentions of how the auto accident occurred. We have assigned independent appraisals of each vehicle involved to understand damage and points of impact. We have also obtained and reviewed the applicable police report. Our decision was made based on a review of the available evidence.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19923661
  
  I am rejecting this response because: There is both physical evidence and the police report that your client is lying. You are completly ignoring the facts here to save yourself money. Which is wrong and also against the law. The police report clearly shows what happened along with the fact there is no rear end contact damage to your clients car as she so claims that i rear ended her. Its odd that i would somehow hit her when i never left my lane. She changed lanes with no signal and hit the front fender of the drivers side of my car with her rear passenger wheel well and that is exactly what the damage shows. Which is clearly stated as the damage points in the police report.  There is no damage evidence that supports your clients claim that i rear ended her.  Also the fact that she was going to Lifetime because she coaches there explains why she changed lanes a block away from Lifetime. The truth will come out in the end. Its pretty clear that Auto Owners Insurance srews people over and lies as you can see in all the reviews on this site as well as many others. This company should be investigated for their frauduant behavor. And there will be a complaint brought to the *********************** about this.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19923661
  
  I am rejecting this response because: There is both physical evidence and the police report that your client is lying. You are completly ignoring the facts here to save yourself money. Which is wrong and also against the law. The police report clearly shows what happened along with the fact there is no rear end contact damage to your clients car as she so claims that i rear ended her. Its odd that i would somehow hit her when i never left my lane. She changed lanes with no signal and hit the front fender of the drivers side of my car with her rear passenger wheel well and that is exactly what the damage shows. Which is clearly stated as the damage points in the police report.  There is no damage evidence that supports your clients claim that i rear ended her.  Also the fact that she was going to Lifetime because she coaches there explains why she changed lanes a block away from Lifetime. The truth will come out in the end. Its pretty clear that Auto Owners Insurance srews people over and lies as you can see in all the reviews on this site as well as many others. This company should be investigated for their frauduant behavor. And there will be a complaint brought to the *********************** about this.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/03/2023

  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.

  Case number: **************** The car insured by Auto-owners hit my car in the parking lot, and the owner just left. A policeman came and checked the damage to my car. He was able to confirm the hit damage it is matching Auto-owners' car so he found the driver and gave me the driver's all info.However, I submitted a claim to auto owners insurance they rejected my claim and just simply says the damage is not matching their car. I requested evidence but was rejected by its agent.

  

  Business Response

  Date: 04/14/2023

  We appreciate the feedback and the opportunity to address any issues or concerns of the customer. We are in contact with the customer and are conducting further investigation into their claim.

• Initial Complaint

  Date:03/08/2023

  Type:Sales and Advertising 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 water damage as a result to the deep freeze occur on 12/25. The mitigation has been done almost 2 months and this company refuses to pay to have the work completed. My walls have been partially gutted for 2 months.

  

  Business Response

  Date: 03/13/2023

  We have reviewed the expressed concerns and are currently working with the customer in an effort to remedy the situation with the appropriate parties

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19555328
  
  I am rejecting this response because:This company took 6 weeks to even address my claim and the only reason it was addressed was because I contacted them. At almost the 3 month **** since the damage, they want to go back and forth with the insurance of the **** All this company wants to do is send a check for $4000 and be done with my claim. I have only received "regular contact" from my claims adjuster since making the BBB complaint. There will be no satisfied response until the repair work is completed on my condo. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 03/20/2023

  We appreciate the additional feedback from our insured and apologize if our service has not met expectations. The Company is actively working to resolve the claim and pay what is owed under our insured's portion of the loss. 

• Initial Complaint

  Date:03/01/2023

  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.

  My car was damaged in the beginning of January 2023 (at no fault of my own, a defective piece was on my car.) Auto Owners changed the adjuster company several times and finally had one go out to inspect the car nearly 2 weeks after it went into the shop. Now we are going on 2 months of my car being in the shop. Multiple parts were left off of quotes and they are even having issues with getting their claims company to send supplementals over. Now I am still out of a vehicle and they have denied extending a rental vehicle even though these issues are at fault of their own! I will absolutely be making a change as far as insurance companies go and am making this complaint to try and assure no one else has to go through this as I have! If youre going to be in business, take responsibility over your mistakes!!!

  

  Business Response

  Date: 03/07/2023

  Thank you for bringing this matter to our attention. We have communicated with our customer and reviewed the file handling. We are taking action to move this toward a resolution in the very near future.

• Initial Complaint

  Date:02/28/2023

  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 am seeking to receive a copy of all records regarding an accident in which I had been involved in. The accident happened on May 21, 2021. This was a felony hit and run accident, I was the individual that had been hit by the other vehicle. I was given a Police report number of 22- ******, by the ******************** of ****** Safety. I then had filed a claim with my Auto insurance company Auto Owners Insurance. Policy number 96-175-589-00. The claim number is ****************. I continue to be informed that I will need an attorney to retrieve the records regarding this claim. I believe the I should be able to retrieve the records under the Freedom of Information Act.The reason that I am Informed to hire an attorney is due to the records regarding the transmission between the ******************** of ****** Safety to the Insurance agent. The transmission stated that there's is no police report regarding the report number 22-******. If this information is attached to my claim, why do I need an attorney to retrieve the records?I just want a copy of my records through the ***** Response from Auto-Owners Insurance Good Afternoon: We have received your request, and in review of the file it appears the request was previously forwarded to our Claim Representative handling the case. As the Claim Representative explained, we are unable to provide file materials or work product in this manner.The freedom of information act only applies to government/public type entities. It does not apply to private business. If you are seeking a police report, you can request one of those from the responding police department, or by whatever means they recommend.Thanks and have a great day!

• Initial Complaint

  Date:02/25/2023

  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 charged me ****** to tow a vehicle they unsure on our business insurance. Two hours later with two employees sitting in the side of the road they had not even located a tow truck company to get the vehicle. When I called the woman told me just leave it unlocked and leave the key in it on the side of the road. What about the thousand of dollars worth of tools and equipment? They ended up canceling the tow service and refunding us the money because they could not find us company. I called a local tow service paid them ****** and they were there in 45 minutes. I paid two guys overtime for Saturday work and they never made it to The job because of auto owners. Yet I pay almost ******* a month for general liability and auto to these people. Not next month!

  

  Business Response

  Date: 03/07/2023

  Thank you for the opportunity to respond to our customer. We have determined a problem occurred with dispatch and we apologize for the customer's experience. We are attempting to reach out to finalize a reimbursement for our customer.