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:10/21/2022

  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.

  They refuse to pay the contactors enough to fix my roof.

  

  Business Response

  Date: 10/28/2022

  Thank you for the opportunity to respond to the complaint. We are currently getting in contact with our insured and their contractor to come to a mutually agreeable settlement.

• Initial Complaint

  Date:10/19/2022

  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 an insurance claim for roof and siding wind damage. Claim # ***************. There was damage done to my roof and siding on house. I also had damage done to both sides of my roof on detached garage. The roofer was able to fix my roof on house. The roofer could not fix garage. Per policy if it can not be repaired it will be replaced. Now I am being told by ***************** (adjuster) ************ that they will replace one side of detached garage. The side they said was caused at a different time. They are basing their judgement on a rusted nail in missing tab. I ask them about the non-rusted nail right beside it. Now he will not respond. Their service has been terrible from date of claim. My roof still has missing shingles on detached garage, this claim was summited on 06/22/22. I am asking for my roof to be fixed or replaced. ******************** is my agent (*********************) in Petersburg IN ************ . This has drug on way to long.

  

  Business Response

  Date: 10/28/2022

  Thank you for allowing us to review the complaint made by our customer regarding his ********************** claim. We have attempted to contact our customer to discuss his specific concerns and have left him messages. We will be working with him directly to resolve his claim. We will also respond to his concerns in writing.

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18249048
  I am rejecting this response because: *********************** said he would get back with me no later than 11/01/2022. He has not got back with me. I will file in small claims court on 11/07/2023. If this matter is not resolved. 

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

  

  Business Response

  Date: 11/17/2022

  We were able to discuss our concerns with our customer the next day on November 2nd. We proposed to replace the left slope of the garage and provided an estimated amount for these repairs to our customer. If an estimate is received that exceeds our estimated amount, we've asked him to send it in for further review. We explained why we consider the damages to the garage slope a separate event based on our investigation, which included an analysis of aerial photos. We communicated all of these things to our customer on November 11th by letter and by e-mail. We have yet to agree on a settlement, but we remain in communication with our customer as we continue to work toward a resolution.

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family is relatively new customers with Auto owners insurance. My daughter hit a deer with a ****** Rav 4. We filed a claim and was told that they wanted to total the vehicle. After speaking with ********************* and explaining it was a good little car and giving him the actual mileage, it was determined that the vehicle was worth more than originally estimated by third party adjuster. So far so good, they distributed a check to myself and the auto repair shop. The repair shop cant proceed with repairs until the they get get the final okay to proceed. The date of the accident was 7/14/2022. The vehicle was taken in to shop on 9/28/2022. They have contacted auto owners on 9/28/22 and 10/7/22. And contacted Third party adjuster on 9/28/22 10/5/22 10/7/22 and 10/11/22. They have a terrible customer service relationship with customers. I would really like this resolved. It is less than $5000 . But what worries me is what will happen if something happens to my home or business that might require large claim amounts.

  

  Business Response

  Date: 10/17/2022

  Thank you for providing your concerns and the opportunity to respond to this complaint. Auto-Owners has reached out to ******************** and the auto repair shop to resolve the concerns. If there are additional questions or concerns, please feel free to contact us.

  Customer Answer

  Date: 10/17/2022

   
  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:10/12/2022

  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 have auto owners insurance on our house. We had hail damage to our roof and two walls of aluminum siding. The insurance we have is for replacement value. After we had 3 contractors come out, only one was available within 8 weeks and the quote came in approximately $4000.00 more than what the insurance company said it was worth. Basically, they are stating that the amount they will pay is $4000.00 less.

  

  Business Response

  Date: 10/17/2022

  Thank you for the opportunity to respond to the concerns of our customer. We have reviewed the file and have contacted our customer to request a copy of the estimate referenced in order to understand and address the discrepancies.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18201816
  
  I am rejecting this response because: still waiting to hear their resolution after reviewing the documents I forwarded to Auto - Owners
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/15/2022

  Thank you for allowing us the opportunity to respond to our customers concerns.  We have received the requested information from our customer to assist us in understanding the discrepancies.  Those discrepancies have now been resolved and final payment has been issued to our customer.

• Initial Complaint

  Date:10/10/2022

  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.

  The consumer stated the business is suppose to be working on a claim for him but have failed to keep in communication with him.

  

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond to this complaint. We have attempted several times to contact the client by phone, email and mail concerning the settlement of their claim including this week.

• Initial Complaint

  Date:09/29/2022

  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 8/31/22 while staying at a condominium complex insured by Auto Owners, one and a half sheets of sheetrock fell from the ceiling of their parking area onto my car hitting the roof, hood, fender and bumper. The *** told me they were aware of the sheetrock problem and this has happened before and promised to make this right. I have pictures of not only my car but small pieces of sheetrock on another car's hood, places in other parking spots where the sheetrock is cracked and sagging and about to fall. My claim was handed to *************************** at Auto Owners insurance. He did call the next day and asked me to go that day or the next to get estimates locally which I told him I would not do. For one, it's not being fixed in a state I don't live in and 2, I didn't want to spend my vacation driving around to places I was not taking my car to get fixed for estimates anyway. I told him when I got home I would get estimates. I get back from vacation and have to take another day off work later that week to go get estimates. All I had was his cell phone. No email for him, no idea what the name of the insurance company he was with, no idea where to send pics or estimates. He would not return a phone call or answer a call. Would not respond to a text. I finally got a response when I asked someone else at AO for help getting a response. Their estimator said they could not get in touch with my body shop and my body shop said no one called. This body shop has been in business since the 50's and has a wonderful reputation so I believe them. Ok so I can remedy that. I finally get a response from ****************** who said the body shop called him but after a week and several emails, I still can not get an update. Can I just get someone to process this claim with some communication?! If you need something then ask me. If I ask you a question, respond. That's just common business practice.

  

  Business Response

  Date: 09/30/2022

  Thank you for the opportunity to respond to our customers concerns. To respect the privacy of our customer we will be reaching out directly to discuss their concerns and will be responding in writing. We apologize if we did not meet the customers expectations, it is our goal to resolve claims promptly. As we move toward conclusion of the claim we will continue to communicate with our customer on the next steps of the claim as we work toward a resolution.

  Customer Answer

  Date: 10/01/2022

   
  Complaint: 18145392
  
  I am rejecting this response because:
  You have clearly stated you have accepted liability and both my body shop and your estimate company listed recalibrating as necessary for repairs. However, since it was not explained clearly to your estimate company this was not an auto claim when they spoke to my body shop, it was listed as item open to invoice. It is not being invoiced to you as this is not an auto claim but you are telling me you will not pay for it. The estimate I sent to ****************** and I will assume ACE has copy as well, lists cost for those recalibrations. This again all goes back to your agent lacking communication since day one. Everyone agrees all the recalibrations need to be done but you are telling me you acknowledge you are not offering enough to pay for them. Again, recalibrating estimates were on my original estimate sent weeks ago. There is absolutely no reason or excuse for that cost to not be included in both my estimate and your estimate companys figures since everyone has stated and acknowledged it is absolutely necessary for those to be performed. Maybe if it had been explained to your estimate company up front that you were not paying the shop directly as an auto claim then this would have been resolved by now. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/15/2022

  Thank you for the opportunity to respond to our customer's concerns. We have completed settlement in this matter and have worked out the concerns with our customer.

  Customer Answer

  Date: 10/17/2022

   
  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:09/12/2022

  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 Jeep was stolen on July 26, 2022. The Jeep was insured by Auto-Owners Insurance. As of Sep 12, 2022, they still have not processed my claim. They have undervalued my Jeep by thousands of dollars, and are refusing to discuss the matter with me. They insist I sign a "power of attorney" allowing them to transfer title, but I am uncomfortable doing so until we reach an agreement on value.The claims processing department ignores my emails and phone calls. I have been without my vehicle for over a month, and without compensation for said vehicle as well.

  

  Business Response

  Date: 09/26/2022

  Thank you for forwarding the customer's concern for our review. To protect our customer's privacy, we have been in direct communication regarding his concerns and a re-evaluation has occurred as we continue to work toward a resolution. We hope the BBB understands our efforts in protecting privacy and not sharing specific details in a public response. We are currently responding in writing to our customer. We ask the Bureau contact the customer directly should you want a copy of our response to confirm the concerns have been addressed in an effort to reach a resolution.

• Initial Complaint

  Date:09/09/2022

  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 suffered water and mold damage. Filed claim. Adjuster came out with pen and paper, no other equipment. While he was here, he talked about the damage but made sure he told us how cheap our house was. As if a 2x4, sheetrock, trim, insulation or any other materials felt more important if it were installed in a stick-built house instead of our modular home. We were given a ridiculous estimate based on discrimination and bias. Both the adjuster and the claims manager spoke about our house being a modular home. Even the mitigation experts told us they hear that all the time from them. Then those same experts decided to negotiate my claim, even though they had no permission or had not been hired to anything other than give me an estimate. Spoke with *********************** with auto-owners who basically claimed he was in charge no matter what, even if I called the *** it wouldn't make a difference. The level of bias and discrimination is astounding. What I got from this experience is,...you live in a modular home and don't deserve to be treated the same as those who live in a regular house. that is how it came across to me and everyone listening to those conversations. The level of unprofessionalism is also remarkable. The claims manager, ************************* lost his cool and took it personal that the estimate from the mitigation company was higher than that of his bias adjuster. We did everything right. Found the water damage, stopped the water from doing any more damage, notified Auto-Owners and filed a claim. Only to be told we and our house wasn't worth the same as those with a stick-built home. Our claim was accepted but not treated the same as any other claim. It's been more than 33 days since we filed our claim, and nothing has been done to fix the issues. All we get his more intentional delays. Both the mitigation team and claims manager worked together to undermine the process while taking liberties that secure employment and reduce the scope and cost of work. Very unethical.

  

  Business Response

  Date: 09/14/2022

  We have been working assessing the cause of the damage and cost to repair the damage. It is our desire to pay all that we owe as soon as we can issue payment. Building materials, especially those for finished surfaces such as paint and carpet, can vary widely in cost and quality. Auto-Owners generally writes its estimates based on the materials in the home at the time of the loss - no more and no less. Our customer has told us twice he does not wish to further pursue a claim for damages under his contract. We stand ready to issue payment when the insured elects to use his policy of insurance. We are continuing to communicate with our insured in writing to resolve any issues.

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18001882
  
  I am rejecting this response because: Although I'm grate that Auto Owners has reached out, I'm skeptical they will follow through.  Let's wait and see where all this goes.  If they take care of part of my complaint by getting my home back to normal that would be great. Addressing the rest of my complaint can come later.  I'm hoping we both can walk away satisfied.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/31/2022

  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.

  A driver insured by Auto-Owners Insurance hit me; my car was parked. The driver, ************************* admitted full fault. A claim agent then called me through Auto-Owners named ***********************. He told me my car could be repaired by any shop and that they would pay for damages. I found a shop to fix my car, and he demanded an estimate before he would agree to anything. I got him an estimate, and then he needed proof that the vehicle was mine. After all of this, he sent me a check written out for **** dollars less than the estimate to fix my car; not only that, the check was written to me and the place I finance the car. ************** has not answered emails, texts, or calls, and I have spoken to an attorney. They advised me that an insurance company is supposed to pay for the repairs and issue a check to the repair shop, not me. Since the accident, ************** has made it difficult for a decent and honest resolution. The issue has not been resolved. He will not reply to the auto shop on estimates, where my car is currently being fixed. I only want my car fixed and the money to go to the repair shop that ************** said I could choose. Nothing short of harassment and taking advantage of a situation that should have easily been resolved when Auto Owners Insurance driver admitted full fault.

  

  Business Response

  Date: 09/12/2022

  It is Auto-Owners Insurance Company's goal to pay what is owed on each and every claim.The claim was received on August 15th and contact was made with *************** the same day. We apologize if there were any gaps in follow up communication. At this time, the Company has conducted additional review, and issued an additional payment. We believe we have paid the claim in full at this time. 

  Customer Answer

  Date: 09/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/31/2022

  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.

  I require diminished value from when the companys client hit my car. The claim number is ****************. From what I read about diminished value online is that the diminished value from the accident is usually around 50% of the repairs. So my resolution would be $875.00 for the diminished value. The company is stating that there is no diminished value which is wrong because any accident reported to insurance will diminish the value of a car.

  

  Business Response

  Date: 09/12/2022

  Thank you for this opportunity to respond to Mr. ****** complaint. We called ************** on August 31st and articulated our position on his claim. We strive to provide great customer service to all of our customers and apologize if we missed that opportunity with **************. Based on our conversation I believe Auto-Owners and ************** have come to an understanding. Thank you.