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:02/08/2025

  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.

  7/4/24 was hit by one of their insurers police came and wrote a report they took fault even police agreed its was their fault but it seem like they didnt care I mean why would you Im not insured with auto owners besides the point this went on for months and only wanted to offer to pay medical bills thats it no pain and suffering it was like my situation didnt matter the money was offered was very insulting to me. I dont know why you guys doing business like this and by the looks of it you do your on insurer wrongs. Im just writing for the people who get hit by this company insurance you will not be getting anything back unless something is fully broken. I did treatment for a month had pain that didnt matter. Still received less then 3 thousand after losing everything and guess what they still going to take forever to send the money the is a piece of c*** company who shouldnt be able to handle policys payouts.

  

  Business Response

  Date: 02/14/2025

  Thank you for the opportunity to respond to ******* Cs complaint. Our goal is to pay all we owe as quickly as possible on each claim, including third party auto liability claims such as this. We believe we have done so by reaching a settlement with ******* Cs attorney and promptly paying ******* Cs claim once we received all necessary documentation. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22916913
  
  I am rejecting this response because: your office didnt handle it fair and fast you guys low balled and said you want paying because you believe What you paid was fair and it wasnt medical bills got paid more then me how is that fair you balled just be honest I believe the amount you offer was because of my skin color if I was white I would of seen a bigger number but the fact Im black Im only worst my medical bill getting paid and nothing else you guys are a LOW CLASS INSURANCE COMPANY WHO SHOULD BE CLOSED DOWN FOR-GOOD. No need to respond  because I know you dont care with your bad rating and low score pathetic 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/07/2025

  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 November 29, ************************************ ****************, ** and a car hit me from behind. We waited an hour and a half to get a police report because I knew that was the only way to prove the accident was 100% NOT my fault. After over 2 months, my car is finally fixed. It was not heavily damaged thankfully, but with the lack of communication from Auto Owners and Holiday interruptions, the time was ridiculous. I just paid my deductible of $1000 to the ******* Auto shop. Because it is proven that the accident was not my fault, I do not think I should pay this deductible as Auto Owners can go after the other insurance. They say they will do that, but what is their incentive if I pay the $1000 and not Auto Owners? And if Auto Owners gets the $1000, what is the chance I would actually see that money 6 months to a year from now?

  

  Business Response

  Date: 02/11/2025

  It is the goal of Auto-Owners Insurance to provide great service and handle claims timely. We regret that was not your experience in this case. Once the vehicle was in the shop, additional damage was discovered. Once notified, we addressed this damage promptly, however, a part had to be ordered by the shop. With regard to your deductible; the amount is chosen by the customer at the time the policy is purchased, and its applies regardless of fault in an accident.However, Auto-Owners has also paid out funds in the settlement of this claim,and will be seeking the recovery of those funds along with your deductible.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22914803
  
  I am rejecting this response because: You should pay me the $1000 Deductible since you are seeking payment from the other insurance anyway. I should not be responsible for this. I feel like it should be between you and the other insurance.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/05/2025

  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 called Auto Owners customer service line to inquire into whether a water heater pilot RELIGHT was covered. The *** stated that should would have to research. I then informed *** that I was also going to contact my home warranty company to see if they covered a pilot relight as well. I called the insurance company back and informed them that I lit the pilot myself, and no longer needed the information. I even received a letter documented that I did NOT want to make a claim. It was later revealed that water heaters arent covered in my policy, so a claim shouldnt have been possible to open. Despite this, my office inquiry caused my policy to double. I was flagged from reasonable quotes. In some cases, such as Allstate, I was deemed illegible for a quote at all, due to a recent claim within 5 years. Auto Owners stated that they issued a zero dollar claim that wouldnt affect anything. I informed them that it was visible to other insurance companies as a claim, when it was only an inquiry, and shouldnt be listed as a claim at all. But they refuse to remove from system.

  

  Business Response

  Date: 02/07/2025

  We appreciate the feedback from Ms. ***** We will be looking into the circumstances under which the claim was filed, and will be communicating further with Ms. ***** 

• Initial Complaint

  Date:02/04/2025

  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.

  Insurance refuses to cooperate for resolution in an incident, caused by their customer ****** ***** in which dishwasher leak caused a significant damage to my property, because its a townhome unit and our properties are side by side. Whole restoration process was priced over $21,000.00 dollars but what they offered was five thousand something and I declined this amount, because it was insufficient to cover damage done to my property. Also unit is registered and purchased as an investment unit, where rental contract was signed on Oct 3rd, 2024. Looking also for rental reimbursement coverage as well. Multiple contacts are being ignored by company's claim rep ***** ******. Claim#****************

  

  Business Response

  Date: 02/06/2025

  Thank you for the opportunity to respond to ******* Ls complaint. We have followed up with ******* to further explain our liability decision.
  

• Initial Complaint

  Date:01/31/2025

  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.

  My vehicle was hit while parked, the person that hit it was witnessed by other people in the area who took pictures and gave statements to the police. The vehicle that hit me is insured with Auto-Owners Insurance. I was able to make an initial contact with Auto-Owners Insurance and received a claim number. I got a quote for repairs and sent it via email. My contact at Auto-Owners Insurance emailed a few times saying she did not receive the quote. I sent it again and since then I can't contact anyone or get a response. I have left phone messages, sent emails, and called the corporate number explaining the situation. They have put me through to my contacts voicemail twice and once disconnected me. I feel like this company is giving me the run-around hoping I go away. I would appreciate any help.

  

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond to ******* Fs complaint. We have made contact with ******* and are moving the claim forward.

  Customer Answer

  Date: 02/12/2025

   
  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:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  auto owners insurance road services tow truck driver towed my truck. took my key to load his truck and didn't give the repair shop the keys, so now I am having to get a replacement key, At my cost around ******. Auto Owners said I can't prove their guy lost anything. but their driver had the key when they picked up the truck. Bad service they gave me a time to pick up the truck from 9 to 10 and didn't get to pick up the truck until after 3pm .

  

  Business Response

  Date: 01/31/2025

  We appreciate our insured reaching out about their experience. We are looking into this matter will be contacting our customer to discuss their 

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint concerns Auto-Owner's (AO) failure to timely administer three insurance claims that concern a hail storm on 3-14-24. Two of the insurance claims are for policies ************* and 174605-75329309-23. Overall, ** has delayed the investigation, administration, and payment of the two claims from the hail damage. ** paid only one-half the value of two inventory-vehicles damaged by hail. The claim for the remaining one-half value for the two vehicles is $ *********. And, ** has delayed the investigation, administration, and payment of a loss of income claim that was caused by the inability to sell hail-damaged vehicles held as inventory for sale to customers. The value of the income loss claim is $ *********. The unreasonable 9-month delay with processing the two claims has caused significant hardship, costs and losses to the ****** Auto Sales business. The third insurance claim is for policy 204605-75109072-23. ** has delayed the investigation, administration and payment of a claim for damage to the building used by ***************** Sales to sell vehicles to customers. The roof has not been repaired due to AO's delays, which has caused water and mold damage to the interior of the building. The building needs to be re-inspected to account for all water and mold damage, and then repairs immediately performed on behalf of **. The unreasonable delay has increased the scope of the interior damage, which needs to be remediated immediately in order to operate the ****** Auto Sales business. The ** claims files are **************** and ****************.

  

  Business Response

  Date: 02/03/2025

  We appreciate the feedback on our claim service. This matter involves several separate complaints. We are getting this to the appropriate teams to review and respond directly to you. 

• Initial Complaint

  Date:01/10/2025

  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 issue is the communication with Tyler p*****, my claims adjuster. He has been very difficult to communicate with. There has been a lot of issues getting him to respond to me, or keep me up to date with the process. I also believe things have not been getting done in a timely manner. He will wait days or weeks to respond to things or get task done which have only prolonged this process. I have reached out to his supervisor Derrick F****, with what seems so far to be of no help. I tried to reach back out to Derrick, his secretary refused to let me speak with him. I have also reached out to Courtney F*****, Derricks manager, in hopes to get some type or response

  

  Business Response

  Date: 01/21/2025

  Thank you for the opportunity to re*pond to ****** *’s complaint. We
  have followed up with him by phone to further discuss his claim. 
  

• Initial Complaint

  Date:01/02/2025

  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.

  Due to my disabilities as i am 100 pecent disabled thru the va I have only found a job driving ***** I was in a wreck on oct 23rd by a policy holder under auto owners, due to that I had to put my truck in the shop on Dec 5- thru Dec 27th. Because it was in the shop i was not allowed to drive for **** because enterprise does not allow us to drive for **** with their rental. **** would also not allow me to use a vehicle without registration so i could not make any money. That meant for the month of december i could not make a paycheck due to their policy holder wrecking into my truck. The insurance company adjustor mr. ****** from the new albany office told me they would give me a loss of wages once i got my truck back on the 27th. Got it back on the 27th and the insurance company transfered my case to lecington office. When i finaly got aholf of a supervisor they said since there was no injury they dont have to pay me for not being able to work. This is rediculas as its december, xmas, i have my daughter who lives with me and im a single father. Now she got no xmas this year and my mental state is taking a turn for the worse because now my depression and ancuety is thru the roof.

  

  Business Response

  Date: 01/22/2025

  Thank you for the opportunity to respond to this complaint. It is the Company goal to pay all that is owed on each and every claim. We believe we are meeting that goal, and apologize if there was any misunderstanding as to what might be owed on this claim.

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22760666
  
  I am rejecting this response because: Yes they made only the effort to pay the bare minimum required by the law the bare minimum. They did not care that because of their insurers fault of crashing into my car that I was not able to work because I was not injured. Just because there is no injury doesn't mean that I can still work, I am a disabled veteran who as of the last 11 months has only been able to find 1 job that works with my injuries and multiple doctor appointments. So when I wasn't able to do that job from Dec 5th until Dec 27th that put a strain on me financially which in turn caused me severe mental stress and still does to today. This adversely effects my physical well being and now I'm in more pain. This also happened to be during the x-mas month which destroyed me mentally more and I wasn't even asking for a whole month of pay h*** just half a months pay would have been enough to help me financially and mental recover. This company doesnt care about the person just their bottom dollar
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/28/2025

  Thank you for the additional feedback. It is the goal of Auto-Owners to pay all that is owed on each Claim. We believe we have done so in this case by paying to repair Mr. ******** vehicle and providing loss of use of the vehicle during the period of repair. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22760666
  
  I am rejecting this response because: Yes you gave me a vehicle to get to my appointments but not to provide myself with a paycheck as I could not use the rental from enterprise for work as I drive for ***** I lost out on 3 weeks of pay and now im behind on bills and mortgage. This is due to your insurer hitting me with his car. I was not injured but because of the accident I lost wages that I was not able to make up with the rental. it mine as well be the same as if I was injured as I could not legally work.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/02/2025

  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 pay an insurance premium for rental car coverage during a claim. I pay for the highest offered option. We made a claim and the insurance company has been dragging their feet and defrauding the customer in an attempt to save their money and not pay out coverage. There have been delays in communication and taking an unnecessary amount of time to complete the repair process. They have refused to extend the rental car coverage despite proof that they would **** *+ days to respond to emails and phone calls.

  

  Business Response

  Date: 01/10/2025

  Thank you for the opportunity to respond to **** ** complaint. We have agreed and communicated with **** that we will pay the policy limit for rental coverage available on the policy.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22759221
  
  I am rejecting this response because: they dragged their feet and wasted the policys coverage. Instead of responding to the repair centers replies in a timely manner, they just sat on their hands. Their employees would call out of work and then no one would monitor their communication lines. Their employees did not respond to emails or voicemails. They were incompetent at their job. 
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 01/23/2025

  Thank you for the opportunity to further respond to this complaint. It is the Company goal to pay all that is owed on each and every claim. We believe we are meeting that goal, and apologize if there was any misunderstanding as to what might be owed on this claim. Auto-Owners has paid the full policy limit available. 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22759221
  
  I am rejecting this response because: While you may have fulfilled the bare minimum the policy required, the customer service was horrendous and you wasted my policy benefit be purposefully delaying communication and costing me money out of pocket. This is not acceptable and I find you liable for it.
  
  Sincerely,
  
  **** *********