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:12/26/2022

  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 am dealing with this insurance company that insured the man that totalled my vehicle from behind at high speed as I was at a complete stop.********************** in the *************** office is not handling my claim as expected by myself or any reasonable injured party. I have never seen an insurance company so obviously avoiding their obligations. Over 3 months now, and no resolution still. I'm having to pay my medical bills out of my pocket. I have an injury that is still not healed and being treated at my own expense. I am also a cancer patient and have very little energy to spend on this woman and this company. It seems they want me to constantly chase them down. I am the wronged party and feel it is their responsibility to me to handle this matter. They have not paid off my vehicle that they have had in their possession for 3 months. The adjuster they assigned to me has no interest in communicating and closing this case.I just found out that she sends documents to an unmonitored email address. She was told from the beginning of the claims process what email and phone number to use as contact information. She did not bother to tell me that she was sending these documents to an email address I explicitly told her my husband and I never look at. My husband uses that email address to sign up for web sites etc and it is full of thousands of junk and spam emails so they it won't go to our main email address, which she was told to use for that reason. She can never be reached. She doesn't bother to call, explain her actions, follow up on anything. You have to call many times and beg for her to do anything resembling her job. I have given up on that because she seems to just recite her script discompassionately. I'm busy and don't have time to constantly try to reach this company or **** for her emails or documents. I am out thousands of dollars already, in pain and exhausted from illness and injuries, and missing work and income.

  

  Business Response

  Date: 12/29/2022

  Thank you for the opportunity to respond to the consumers concerns regarding the property damage and injury claims.  There appears to have been some miscommunications throughout the duration of this claim which has led to delays in settlement, for which we apologize.  We have already resent documents to the consumer to be signed so that we can move forward with the settlement of the property damage claim.  We have also better explained the process of the injury claim and what is needed in order to settle that portion of the loss.  This claim has been reassigned to another claim handler as a courtesy to the consumer.  We will continue to monitor this claim for future developments in an effort to resolve it amicably.

• Initial Complaint

  Date:12/09/2022

  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.

  It's so sad that an insurance company could care less about the victims just trying to settle their claim so they can move on with their lives. Instead, these people just like adding more ***** into ones life and not pay out totally intending of blowing you off. This insurance company sucks! Their employees are full of lies and will never call you back. The two I am dealing with are ********************************* and her manager ******************. I hope no one ever has to deal with these two and I hope no one ever uses this insurance. Going on three months now and still no settlement. They've already told us how much they were going to pay us and NOTHING!! ***** says, " I'll send you an E link so we can get this finished" and lies and never sends it. This insurance company should be wiped off the face of the earth.

  

  Business Response

  Date: 12/27/2022

  Thank you for the opportunity to respond to these complaint postings. We determined a value for the loss and reached out with instructions as to what was needed to issue a payment. If calls were placed that went unreturned, then we apologize. We reviewed the customer's subsequent posting. We were attempting to work with the customer on obtaining a copy of the title to bring this claim to a resolution. We are now in communication with their representative in an effort to resolve.

• Initial Complaint

  Date:12/05/2022

  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 purchased a brand new home in 2022 and the plumbing work had several issues including major flooding. Auto-Owners insurance holds the business liability insurance for the plumber. In late July of 2022 ************** from auto-owners advised us that the 3 issues were going to be 3 separate claims. I proceed to handle things accoring to what I was told. In Nov. ***** changes her mind and all 3 claims are now 1. One side the plumber didn't hook up the washing machine drain ..no debate whos fault that is plumber even admits it. Then plumber comes in and hacks away joists under the house causing additional structural damage that had to be reengineered and fixed. ***** changed this to one claim to stall us out on getting payments since they need to investigate brass valves that busted at the crimps and flooded under the house on the complete opposite side of the house. Lie #2 when we originally began filing the claim we asked ***** when she was sending out an adjuster to look at the house because it had been several weeks without a visit. This is unacceptable to stall out a victim this way. ***** said that she was the adjuster and they needed to do more stuff before she determined if she would even come out. After pushing and pushing they send out a third party adjuster. Again ***** provided false/deceitful if not full out fraudulent information to me. Lie #3. Auto-Owners sent out a structural engineer after me pushing them hard to get something going and I asked ***** if I could get a copy of the report. Before the engineer came out she told me she didn't know if I would get a copy and I asked why. She said I can't tell you but we don't know so we just need to wait till the report. Report comes back and I ask for it and ***** denies it. When aske why she said it was a product of their work. ***** knew it would be a product of their work the entire time and therefore blatantly lied to me in our original conversation on the report. The contiued stalling is unnacceptable!

  

  Business Response

  Date: 12/09/2022

  Thank you for the opportunity to respond to this customer. We received the customer's claim which was opened under our insured's policy on August 6, 2022 and assigned to an adjuster on that same day. We are currently investigating the claim to determine coverage and liability. We have been in constant communication with the customer. In this circumstance, the investigation continues beyond what may have been anticipated. We owe certain duties to our insured under the policy they purchased from us. Also, the customer has a burden of proof as a third-party for the claim(s) as presented. Once we have completed our investigation and have made our coverage and liability determination, we will notify the customer.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18528286
  
  I am rejecting this response because:

  They are flat out lying to me and changing the way they handle this.  They are waiting for investigation on brass parts for something that is completely different event than theyre insured not hooking up a drain pipe allowing grey water to drain under the house.  They have not been in constant communication. They sent messages flat out saying we are not communication with you for ***** days.  That is  it constant communication!  They no longer have the brass valve side as a 3rd party claim from me and they have not responded to that at all!  So there is.  They had an adjuster out to look at this no more proof I can provide.  Read all the reviews in this company this is not a one time thing  this is a constant repetitive issue.  Barely over a 1 rating with BBB explains a ton  

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

  

  Business Response

  Date: 01/13/2023

  We have been in recent communication with the customer and provided a status. We will communicate directly with the customer once we make our determination.

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a roof leak last winter 2021 above my garage which caused damages inside my garage it has mold on the walls not all sure if there is more damages I had disaster response come and take a look at it they have tried to get ahold of my adjuster (*********************) got no return calls they have tried calling upper management and no return calls. Did get ahold of ***** 10/31/22 told that they of $1000.00 is all they are giving me to fix it. I am truly very unhappy with this company with there not returning my calls or anyone elses. And get my house taking care of

  

  Business Response

  Date: 12/14/2022

  Thank you for the opportunity to respond to the customer's complaint. The claim was submitted to us on April 1, 2022 and was assigned to the adjuster the same day. We are currently communicating and working with our customer to determine the additional damages that are being claimed. Once we have determined the amount we owe, we will communicate the amount to our customer and reach a resolution.

• Initial Complaint

  Date:11/02/2022

  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 have been with Auto Owners since 2007. I had a fire start in my truck due to something I *** of run over on the interstate which knocked my truck's heat shield loose underneath and eventually ignited. Ultimately, the claims adjuster said "we don't cover mechanical failures" since when is running over something like a piece of semi tire tread or anything that *** end up on an Interstate that is small and sometimes impossible to avoid? His argument was the catalytic converter was hot from being defective and caused the fire. Anyone that understands an exhaust system knows that if you are driving your vehicle the exhaust gets hot, it's suppose to but my claim was denied due to it being in their eyes "A mechanical failure" Just another example of a BIG insurance company stiffing the little people by not paying a legitimate and unfortunate claim.The company agreed to pay only half of the repairs regarding this issue and leave me to pay the other half. All of the repairs done and still needing done are related to this fire incident which is NOT mechanical failure but caused by a road hazard which IS covered under my auto policy from what I understand. My auto policy is roughly $2,700 a year x 15 years.(And I always pay my entire premium in advance) I am asking for a $4,000 repair to be covered under my insurance as it should be, not covering half of that and trying to blame "Mechanical Failure" on the other part. The service manager at the dealership even told the claims adjuster at Auto Owners that the damage caused was related to the fire and nothing to do with mechanical failure.

  

  Business Response

  Date: 11/10/2022

  Thank you for the opportunity to respond to the complaint submitted by our customer. We have been working with our customer on adjusting his loss in light of the covered and non-covered damage. We will continue to correspond with him directly to resolve his claim in a timely manner and communicate our coverage position.

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18348659
  
  I am rejecting this response because: The claims adjuster contacted me today 11/11/2022 and said that they are only offering to pay part of the claim.. This is unacceptable. What does Auto Owners Insurance lose here. First, a customer that has been with them for over 15 years Second,  I have all my business insurance through Auto Owners also and for more than 15 years so along with my Auto, Homeowners and Business insurance including ********* comp that covers all of our employees, Auto Owners loses that as well. I have contacted my insurance agent and asked them to find us a replacement insurance company, or maybe I will call **** at State Farm, Haha.. Unfortunately dealing with Auto Owners I have learned at least in this case that they really do not seem to care. I didn't even use the $1,500 in rental coverage and drove one of my other vehicles vs renting one for several weeks while my truck was in the repair shop when I could of rented a vehicle and stuck them with that bill but I didn't.. Maybe I will have better luck with a State Farm or Allstate but I am definitely done with Auto owners.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/06/2022

  We regret our customer doesn't accept our partial coverage determination. It is the goal of Auto-Owners to pay all we owe on every claim. We feel we have done so in this case. After completing our investigation, we reached out to the customer to explain our coverage position. We have followed ** in writing explaining and referencing the applicable policy language.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18348659
  
  I am rejecting this response because: I trust the mechanics evaluation of the issue over that of the claims adjuster and I feel my insurance company has been unfair to me with this claim.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was involved in a car accident on August 16, 2022. I was rearended from behind while stopped at a red light so completely not my fault at all. I then had to go to the hospital as I am high risk pregnancy and was concerned for the safety of my unborn child. I received my 1st bill from the hopsital for roughly $950 or so about 2 weeks after the wreck. The hospital is now saying I am past due and trying to send me to collections and effect my credit for something I did not do. ************************* from the ******* regional branch refuses to may my claim and will not help me settle. He is the representative from the person at fault who should be paying the bill however he refuses to pay the claim and I do not know what to do at this point. I do not want this to affect my credit and I just want some help and want this handled. I have tried to reach out on multiple attempts with no respsonse.

  

  Business Response

  Date: 11/01/2022

  Thank you for the opportunity to respond to the customer. We provided an offer of settlement on September 21st after receiving proofs on September 15th. No response was received. We then received a letter of representation on October 4th. We have reached out to her attorney and will be in communication with her attorney going forward as we work toward a resolution.

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter, grandson, ex boyfriend, son-in-law were in an accident on 12/15/2020. One of their customers have admitted fault. We have reached out over the course of almost two years trying to see what needs to be done to finish our claim. The customer service has been little to none and our adjuster is always out, busy, or in a meeting. I last spoke with him on September 1, ******************************************************************************************* email since then. They are tired of me calling and I am tried of calling I just need them to do the right thing and handle our claim with a little more empathy and compassion. I feel like we are getting thrown under the bus by them constantly transferring us from agent to agent and still no answers. After this they do not have to worry about me or my family, this has been the worst experience with an insurance company ever!!!!

  

  Business Response

  Date: 11/04/2022

  We appreciate the opportunity to respond to the consumer complaint. It is the goal of Auto-Owners to handle all claims promptly, but require information to be presented. We have reached out to the consumer to explain what is necessary to present their injury claim, and details about the process. We will stay in communication with the consumer through resolution of their claim. 

• Initial Complaint

  Date:10/24/2022

  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: **************** The reason I am making this dispute is because Auto Owners is using predatory practices against me to accept a product (siding) that is different from the one on the home and would depreciate the value of the property. Reasons listed below. -The color tone, pattern, texture & fastening areas are completely different from the current siding. -The new siding's nail fastening area is formed differently and has a channel built in, the original siding from 2006 has a flat nail fastening area. -The bottom channel is also different. The rear of the old siding is smooth, the new siding is textured in the rear.-The original siding was installed in 2006. The initial producer of the siding was a company called Norandex, which has since changed ownership throughout the years. Many tooling and casting processes have changed as well.-It would be difficult to ensure the suggested siding & original siding would seal together due to the difference in bottom channel. If installed it may lead to leaks through the siding. Items such as corner posts would be mis-matched. My claim started in June of 2022 with Auto Owners and since then I have had three different claim examiners as the other personnel were very vague, uneducated on the claim and has taken a long time to receive a full response. I believe that the information we sent in such as pictures, reports and other documents were not applied to my account.

  

  Business Response

  Date: 10/26/2022

  Thank you for the opportunity to respond to our customers concerns regarding their claim for siding on their home. We have responded directly to the customer with a detailed letter regarding the concerns brought to our attention. We will continue to work with our customer on the next steps of the claim as we work towards a resolution.

• Initial Complaint

  Date:10/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was rear-ended by a driver with this insurance. Filed the claim and was told I would hear something back Tuesday or Wednesday. I heard nothing so I called on Thursday only to have the claims adjuster threaten to file charges against me for harassment because I called. I then went through my own insurance company to let them handle the claim.

  

  Business Response

  Date: 10/28/2022

  Thank you for the opportunity to respond to the concerns from ****************. In each claim it is important that we make every attempt to contact all parties in the accident. Auto-Owners has been working diligently to do so, and has kept **************** informed about our efforts, and will continue to do so. 

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18298957
  
  I am rejecting this response because: the insurance ** will not even respond to my insurance **. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/21/2022

  We appreciate the opportunity to further respond to the consumer complaint. Auto-Owners has reached out to the Strouds to confirm contact information for their insurance company and continues to work to resolve the claim. 

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18298957
  
  I am rejecting this response because: though they have reached out to us. They have offered no solution and they have yet to communicate with my insurance company even though we've given them the contact information on more than 2 occasions.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/20/2023

  We have received the additional complaint from the consumer and regret they remain unsatisfied with Auto-Owners. In this case, the initial claim was paid by the consumers own insurance carrier, who may be seeking reimbursement. Auto-Owners is awaiting the complainants own insurance carrier to present the damages for consideration and payment. However, no damages have been presented by the consumers insurance company. It is the obligation of the consumer's insurance carrier to seek the damages and reimbursement from us. Auto-Owners stands ready to review the claim if and when the consumers carrier decides to present it. 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18298957
  
  I am rejecting this response because: the insured has repeatedly talked to this ins.co. my 8wn insurance company has spoken to this ins co. There has been NO RESPONSE from them in all this time. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/25/2023

  Thank you for the additional opportunity to respond. It is the obligation of the consumer's own insurance company to present any claim for reimbursement, including supporting documentation. Auto-Owners has no obligation to ask another insurance company to present a claim against its customer. Any communication *************************** may have had with ******************** carrier about pursuing the matter was as a courtesy. If and when a claim is presented to Auto-Owners by ******************** insurance company, we will consider it on the merits, however, no claim has been presented at this time. ******************** company also has the option of using inter-company arbitration to pursue the matter, but has not chosen to pursue that path either. At this time, there is nothing further for Auto-Owners to do until ******************** insurance company decides its own course of action. 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18298957
  
  I am rejecting this response because: At this point I think I may have needed to direct my complaint solely at the local office that we've been trying to deal with (*****, ************) who refuses to move forward with this claim in any way.  I have contacted the corporate office and hope to be able to drop my complaint in the near future.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/21/2022

  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 a car accident on September 30th, 2022. A person insured by auto owners was driving and rear ended me. My car was claimed as a total loss and they took away the rental, which I only had for a few days. They left me without a car, I sent my title and keys almost a week ago and I still havent received the check. I was left without a vehicle, without any money. I am a single college student and make minimal wage and I cant afford to rent a car. My dog has missed vet appointments. I am not able to go to the dr myself. Ive missed work. They dont care about people and I was the victim here. Also, my case manager and her supervisor never responded my phone calls. I wasnt able to get a hold of anyone.

  

  Business Response

  Date: 11/04/2022

  Thank you for the opportunity to respond to our customer's concerns. Upon receipt of our customer's claim on October 8th we attempted to reach out to discuss the total loss of her vehicle on October 12th and sent a follow-up text message. We spoke with our customer on October 14th about the total loss figures and requested the title in exchange for payment. We also advised our customer the rental would end on October 17th. We received the title on October 20th. Unfortunately, it was signed incorrectly and this required a signed affidavit of corrections before payment could be issued. The affidavit was received on October 24th and payment was issued to our customer by EFT the same day. Our policy states once a vehicle is deemed a total loss, coverage for rental will be terminated. This is the basis of why a rental extension didn't occur beyond 3 days after the vehicle was deemed a total loss.