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

  
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  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:02/20/2023

  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 11/10/2022 My vehicle was hit and damaged. The **** contacted me and informed me that during a high speed pursuit of an assailant of a stolen vehicle, My vehicle was hit. I attempted to contact the owner of the vehicle that was inviolved and to no avail, no one responded. A month after my vehicle was damaged I went to the **** and received my police report. I then proceeded to contact the owner of the vehicle in question and then her insurance company to have my vehicle repaired. I also contacted my insurance company who gave me the owner of the vehicle insurance company as well because Progressive whom is my insurance company informed me that I would have to go after the insured who damaged my vehicle. I spoke with ***** from Auto insurance one time and after that initial one time, they stopped answering my calls. Im left with a junk vehicle. I lost my job and everything due to no transportation.

  

  Business Response

  Date: 02/23/2023

  We acknowledge and appreciate the feedback from the consumer. It is the goal of Auto-Owners to communicate promptly with all parties to resolve claims. We reached out to the consumer and discussed the matter yesterday and coordinated next steps towards a resolution.  We followed up again today with our proposed resolution and are close to resolving the matter.

  Customer Answer

  Date: 02/24/2023

   
  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:02/19/2023

  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.

  On September 30, 2022, I was rear ended by a policy holder of Auto Owners Insurance Company who was deemed 100% at fault by the Shelby County Crash Report.I reported the matter to Auto Owners Insurance on September 30, 2022. I was later contacted had my automobile damage appraised and resolved.I submitted on November 11, 2022 a Notice of Claim for the Medical, Loss of Pay from Employment, Loss of Enjoyment of Life and Pain and Suffering. I have called and emailed this adjuster, her Supervisor and the Manager on November 11, 2022, December 17, 2022, Jan 12, 2023, Jan. 23, 2023- with the same response, the claim has not been reviewed and a back log exist. This claim is going on 100 days with no true response or meaningful communication, No status update or communication of settlement or resolution.After reviewing the Better Business Bureau complaints concerning this insurance company- I am convinced that the Insurance and Commerce Commissioner and the Governor should take a serious look at the "Pattern and Practices" of this insurance company. This company is violating the spirit of the ** Unfair Settlement Claim Practice Act and continues to operate in Bad Faith as a rule, This type of insurance company should not be operating in the ******************.I don't understand how this insurance company has an A rating with the BBB. This is a clear case of responding 100% but not resolving these very important complaints. And operating in a way that allows the company to remain in business. This is a clear case for other entities to be alerted about this pattern and practice. (FTC, Congressional and Senatorial Entities) Claim# ****************

  

  Business Response

  Date: 02/28/2023

  We have reviewed the complaint from **************.  His demand has been reviewed and we are currently in communication with him. We will continue to communicate with Mr.***** in attempt to settle his claim.

• Initial Complaint

  Date:02/15/2023

  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.

  On 10/10/2022 one of this company's insured caused damage to one of my managed property. This claim was assigned to ******************* at ***********************, Claim #***-06349592022. I have sent him screen grabs and recorded video of the incident December 2022 via e-mail as requested and requested a follow-up on the situation in January of 2022, both went unanswered. I have attempted to contact him several times at his extension all which go unanswered or unreturned except once where he told me "okay I got your e-mail let me review it and I'll call you back" this has not happened.I need this case assigned to an adjustor who is actually going to review the case and provide a decision on the matter.******************* "works" out of the ******* ************* and the ****** Reviews of his lack of work ethic speak for themselves:

  

  Business Response

  Date: 02/20/2023

  We appreciate the consumer bringing this matter to our attention. We have reached out to Mr. ******* and are working to come to a resolution. 

• Initial Complaint

  Date:02/06/2023

  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.

  This business was so unprofessional and rude to me as far as an accident that happened because of their policy holder. They started off nice and polite to me but once I shared my story of how the accident happened, they not only deemed me as liable but the employee had the nerve to almost laugh about my situation. She shrugged her shoulders at the situation and lied about telling me my estimate that was received for the damages to my vehicle. This business is located in ******, ** but this is there headquarters. They are absolutely manipulative and unprofessional in how they provide *************** other people who arent policy holders.

  

  Business Response

  Date: 02/17/2023

  Thank you for the opportunity to respond to this complaint. Auto-Owners investigates each complaint and makes its decisions based on the facts of the accident. We have communicated that position to ************** and are open to answering any questions he may have. 

• Initial Complaint

  Date:02/03/2023

  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.

  On June 23 2022 at approximately 1:30 am we had a hail storm go through and damaged our property. I contacted our agent to find out the process and get the claim going. We were contacted by several people letting us know that someone would be contacting us about coming out to inspect our property. On 07/01/2022 *********************** was out to inspect the property. He was very thorough and had asked the question how old our roof was, I did not have that information at that time because the house belonged to my wife and her late husband, so I guessed something like ****. My wife got home before ***** was finished and we talked about the date of when the roof had been replaced and she informed him that she thought it was sometime in 2013. He obviously didn't change the date in his report. So by him not changing the date from **** that meant the roof was more than 15 years old and that it gets depreciated and that Auto Owners will only cover so much and not fair market value. When we had learned of this my wife said that the roof had been replaced in 2013 witch meant that the roof would have been only about 9 years old. That would have meant that Auto Owners should cover the fair market cost. We were able to provide documentation that the date of install was 10/24/2013. Apparently not good enough for Auto Owners according to our agent, case closed we made payment and wont change any dates. We still have the check in our possession uncashed. Very disappointed with Auto Owners unwillingness to work with us after providing documentation and allowing a person to correct his mistake.

  

  Business Response

  Date: 02/07/2023

  Thank you for the opportunity to respond to our customers concerns. Auto-Owners relies not only on information from our inspections, and information at the time of a claim, but also that which is provided at the time the policy is purchased. We will continue to work with our customer on the next steps of the claim as we work towards a resolution.

• Initial Complaint

  Date:01/17/2023

  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.

  Recently a storage unit containing my belongings was broken into and most things were stolen, the value was around $30,000. While I have worked with the police and security company to try to find the items we were inevitably unable to recover any items. I filed a formal claim 10/21/21 after having no results from the police search and while having time to clean the remaining things out of the unit to determine what items were stolen. In dealing with auto owners representatives *********************** and *********************** from the ********** office, I have received little to no communication and was sent a letter of denial due to an inability to determine the specific break in date; ironic that the thief did not leave a note of the specific date and time with their contact information for questions. Auto owners claims that coverage is not applicable because the break-in could have happened prior to insurance coverage and have not responded to my follow-up calls or requests since. This is not a satisfactory solution and has wasted a great deal of my time in creating a list and jumping through unnecessary hoops to simply be dismissed after a 30 minute discussion by ****** and his "investigator" *****.

  

  Business Response

  Date: 01/20/2023

  Auto-Owners acknowledges the complaint filed by our insured on January 17, 2023.  Subsequent to the complaint filing, the claim representative spoke with the insured on January 18, 2023.  In that conversation, we requested relevant documents from the complainant as well as offering him documents he requested.      

• Initial Complaint

  Date:01/17/2023

  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 date of the accident was reported on 12/14/22 when I noticed damage to my back bumper to and filed a claim with auto owners.. i explained it didn't happen where i noticed it because the pieces of the bumper weren't there i also explained i had broken up with a boyfriend recently who smashed my TV and phone and was physically abusive to me. i was told to take the car to a garage and get a estimate. when i took it to the garage they said there was no way to tell whether it was vandalism ot a hit and run because there was absolutely no paint transferer the estimate was around $1,441.00, i spoke with ************************* at auto owners who was happy with the estimate because it was only $200 in labor. my detectable would've been $500 if it was collision $100 for vandalism. i explained to him i believed it was ********* he said he would have to send a adjuster out to determine that and that i would need to file a police report. the adjuster came out told me the same thing there was no way to tell whether it was vandalism or a hit and run.. no police station would file the report because I didn't call the day it happened. last week I called auto owners ******* wasn't in and they were now only giving me $580.00 instead of the $700.00 I was owed. I spoke to him today and he told me it was because the adjuster said it could be done cheaper and that's why he was sent out. that's not why he was sent out. he was sent out to say if it was vandalism or collision and we argued and i told him i would be switching insurance companies and filing a complaint. my car is a Merecedes Benz it was in perfect condition prior to this.. I've never had a accident since I've been with then for about 2 years now. i don't have the money to fix this bumper had i, i pay full coverage for a reason and have been paying for it the entire time...it may only be a $120.00 difference but that's not the point. the point is i was lied to by ************************* and the adjuster he sent out...

  

  Business Response

  Date: 01/19/2023

  We acknowledge the complaint sent by ***************************. We have handled the claim as quickly and accurately as possible, and will continue to do so throughout the entirety of the claim.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18823994
  
  I am rejecting this response because: they didn't address the claim and they lied..they owe me $120.00 this is unacceptable..they're not even taking ownership for their deceitful behavior..I go through ****** group who has the estimate that was sent to ************************* I will get a copy of that today. On top of that their phone calls say they're recorded and the proof of their lies are in the phone calls, the only acceptable response to this complaint is the $120.00 they owe me
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/09/2023

  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.

  My son died May 21,2022, I put a claim in for Insurance Policy that I am Beneficiary on, June 2022, it is now January 2023 and I have not received the close out from this policy, I as a mother had no idea that my son life was going to be cut short, I understand that Insurance had to do their review on this, but it now has been over 6 months, I have called my adjuster and no return called, I called my agent and was told he could look up nothing regarding my claim, I had payments taken out automatically on this policy for almost 2 years and now I expect to be paid on my policy, insurance company name is Auto-Owners Insurance for Life, phone# ************, claim adjuster name is *********************** phone# ************, my agent name is *********************** from ********** Insurance Agency in ********************************, I had to bury my son over 6 months ago and now looks for a resolution on this claim, so I can take care of getting my son a headstone for his grave, Everything they asked me for they have received.

  

  Business Response

  Date: 01/17/2023

  We appreciate the opportunity to respond to this complaint from the consumer; she has our condolences for the loss of her son.************** has been informed of the outcome of the investigation, and we are in the process of taking appropriate steps to formalize that position. Our goal is to provide great service and we regret if ************** did not feel we met that goal.

  Customer Answer

  Date: 01/18/2023

  Complaint: 18711410

  
  

  I am rejecting this response because: policy was taken 12/2020 and this company took money up until the Insured passed away in May 2022, they denied the payout on policy which is to me a gimmick on their part,  because money was taken out on time every month for the premium,  I did not know my son was going to die and neither did he, so to pay money on something to take care of after death expenses  , it should not be they take your money and have no intention paying out. So yes I am very disappointed and dissatisfied!

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an accident back in September. I am trying to receive the money that is owed to me for my totaled vehicle. We were told the vehicle had not been paid off, but we had 4 years ago. We got in touch with the bank too send the release form. The insurance company received the release form and still refused to pay us what is owed to me. The company stated that was the wrong form. I can plainly read that it states on the release form the vehicle is paid off. We can not get the claims adjusted to call you back, when you call, ***** is on the phone or out to lunch. My wife (***) and I have left several messages and she would not call back. I would like to receive the money that is owed to me.

  

  Business Response

  Date: 01/13/2023

  Thank you for the opportunity to respond to our customer. After receiving the complaint, we reached out to our customer to discuss further and requested some additional information. We are continuing to work towards a resolution.

• Initial Complaint

  Date:12/29/2022

  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.

  We had our small business insurance for over 6 years with Auto Owners commercial. We paid all of our premiums on time every month @ ****** per month. We had a couple of audits done over the 6+ years on our policy through Auto Owners Insurance. They went smooth and pretty simple. Our agent ******* insurance in the past would contact us via email or phone call to let us know it was time for the audit. This year was very different however. The past summer we received a message that it was time for our audit from a random guy saying it was time for our audit. We did not understand his name when he left the message but got his number and called him back the next day, only to leave him a message that we were returning his call. We called back the next day only to be put on hold this time and still had to leave a message. Frustrated we waited for email or call from the guy wanting to do the audit or from our agent ******* insurance. Never heard another word until about the end of June 2022 we got our monthly bill that changed from balance due of ****** to ******* to our surprise we were pretty shocked. We dont have that kind of money. So I contacted Auto Owners via email to ask what this was about and the Auto Owners Rep. responded "it looks like there was a audit on your policy" shocked again, I told her there was never an audit done. We didnt even know the name of the company doing the audit. I asked her if I could get the info. On the so called audit and she told me Auto Owners did not have that information. Shocked again and more frustrated we cancelled this policy. After months of not hearing anything we get a collection letter saying they were referred by Auto Owners to collect a debt. Of *******. we no longer have our same agent. Our scope of work has never changed we have always been a small construction/handyman service not big time. This is on Auto Owners for failure to get in contact with us, they have our email, phone, mailing address. There are many ways to contact us about something this important. Our business does not make this kind of money. To some it is a small amount but to us it is a lot of money. This whole ordeal is so wrong of Auto Owners. If we felt we owed this money to them we would try to make arrangements. But we do not owe Auto Owners because it was there customer service and lack of communication on their part. I cant get any answers from Auto Owners because they do not have that information. After 6+ years of on time monthly payments and no claims there is no customer loyalty.Sincerely ***** and ********************* ********************* Built Construction and Handyman

  

  Business Response

  Date: 01/03/2023

  One of the common policy conditions in the insurance policy states we may examine and audit the policyholders books and records as they relate to this policy at any time during the policy period and up to three years after.
  Prior to the audit, a letter was sent to the policyholder advising them of the upcoming audit including the date, time and name of the auditor as well as the auditors contact information.
  Audits are an essential part of commercial insurance; however, we understand that it can sometimes be challenging to coordinate with our policyholders. In order to help in these challenging situations, we changed the way we handle non-compliant audits.Rather than automatically non-renewing these policies, we may apply a premium audit noncompliance penalty to these policies instead. This helped bring us more in line with the industry and keeps the policy in force.The penalty was applied to this policy after two separate attempts were made to complete the audit.  If the policyholder later complies with the premium audit after the penalty has been assessed, the penalty shall be removed and the final audited premium will be determined based on the results of the audit and manual rates.  At this time the policyholder has not complied with the audit request, but can still do so. We will have someone from our premium audit department reach out to them. They may also contact their agent with questions and/or a request to initiate this process.