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:12/17/2024

  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 home owners insurance is refusing to address my claim. The adjuster is claiming he will email me certain things i have requested about the claim, but then he ignores it.

  

  Business Response

  Date: 12/18/2024

  Thank you for the opportunity to respond to ***** Ks complaint. We have followed up with him by phone to further discuss his claim.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22697814
  
  I am rejecting this response because:

  I was told in the beginning, one month ago, that the steps being taken now would be taken. It wasnt until i filed complaints with the bbb that anything was done. Now, auto owners insurance is attempting to contact my inspector to have him do the job that **** ******* has failed to do. Twice he failed to do his job, i might add. Auto owners insurance company isnt an insurance company. Theyre an excuse generator. Im disgusted by their gimmick and how they rip off working class families so they can make a buck!! Sickening! 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 12/26/2024

  Our response is as follows:

  We appreciate the additional feedback from Mr. ***** We have previously inspected the property twice. Unfortunately, in both cases we were not able to access the roof due to weather conditions. We are preparing to inspect for a third time with an engineer in order to bring the matter to a resolution.

• Initial Complaint

  Date:12/12/2024

  Type:Billing 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.

  Refuse to give me a fair settlement for my damages.

  

  Business Response

  Date: 12/17/2024

  Thank you for the opportunity to respond to *** *. The branch presented a valuation and a total loss settlement amount for *** **'s vehicle. *** *. submitted a comparison value seeking a higher settlement. The branch explained why they disagreed with the comparison value provided and invited additional comparisons he'd like us to review. The branch has recently reached a settlement with *** **

• Initial Complaint

  Date:12/07/2024

  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 house was hit by a tornado which lifted the shingles across the entire roof. Auto-Owners insurance company called it "wind damage" and only covered the cost to patch an area. The roofer explained that it is not possible to just patch the roof due to the extent of damage. He contacted an agent named **** multiple times. We sent her photos and she had a second adjuster come out who said that it was obvious that the whole roof was damaged, but **** seemed convinced that somehow a tornado would only damage one small section of a ******* neighbors' insurance company covered the cost of their roof replacement, and that house is within 60 feet of mine. They also paid for siding damage which Auto Owners did not even consider despite the missing paint from debris in the the tornado pelting the side of the house that was hit first. I am currently having the roof replaced at my own expense before more damage occurs. I closed the case so that I can switch insurance companies because the premium is so high at Auto-Owners.Auto-Owners has the responsibility to replace the roof. Photos that were sent show how layers of shingles across the entire roof can be lifted because the tornado lifted them up through the nails.

  

  Business Response

  Date: 12/10/2024

  Thank you for the feedback on your claim. 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 the covered damage with a matching shingle. We will be reaching out to our insured to provide more information on the claim.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22653915
  
  I am rejecting this response because the roof was not repairable with patches. Damage existed across the entire roof as the shingles were lifted while the tornado passed over.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/05/2024

  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 would like to please file a complaint against Auto Owners for denying axle damage to our claim, below is email sent 12/5/24: thank you Hi ***-I appreciate your reply, but I do not understand why the axle damage is being denied:-****** of Gallatin notes on page two of attached files, cause-left front axle damaged from impact.-I spoke with ****** **** at ****** of Gallatin on 12/4/24, and he is in agreement that the impact could have definitely caused the axle damage, he told us this on 8/13/24 when at the dealership, noted it in his report and told me this again yesterday.-I have been trying to resolve this issue with Auto Owners since end of September, that is when we found out the person that hit us was denying responsibility. (we were at a stop light waiting to turn when we were hit by the other vehicle)-It took escalation from ******, to Brayden to you in order finally get an adjuster to check out vehicle by Auto Owners.-Auto Owners sent an adjuster (*********** *****) on 12/2/24 but he didnt check the axle, just looked at the body damage.Based on the notes above I do not see how Auto Owners can deny the axle damage.Please provide your supervisors info as I would like to escalate.Thank you,**** ***** From: *******, *** *********************** Sent: Thursday, December 5, 2024 6:29 AM To: *****, **** ***************** ***, Brayden <*********************************>Cc: ******, ****** ************************** *****, *********** ****************************** OHPAAuto.Clm <*******************************>Subject: [EXTERNAL] RE: Claim 300-0651913-2024-IV1 Good morning ****, this claim has already been escalated and our decision has been made. I apologize that our findings are not want you think they should be. ***** R. ******* (***), CPCU, AIC OHIO AUTO CLAIMS MANAGER AUTO-OWNERS INSURANCE P.O. ************************* p: ************************ ********************* *******************************

  Customer Answer

  Date: 12/05/2024

  Hello-Please take note that this is not a duplicate complaint. I have contacted you about Auto Owners for tornado damage to our house prior to this claim. This claim is about an auto accident we were involved in on 8/12/24. Auto Owners is denying part of the claim for axle damage repairs but we have written confirmation that the axle damage could have been caused by the accident.  Thank you, **** *****

  

  Business Response

  Date: 12/11/2024

  Thank you for the opportunity to respond to **** Bs complaint. We understand he is unhappy with our coverage position. We will follow-up to see If he has any additional information pertaining to the cause of the axle damage, which we would be happy to review.
  

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22644375
  
  I am rejecting this response because: 

  From: *****, **** <*********************>
  Sent: Tuesday, December 10, 2024 1:20 PM
  To: ****, ***** <**************************************>
  Cc: *******, *** <****************************************>;*****, **** <*********************>
  Subject: [EXTERNAL] Claim 300-0651913-2024-IV1
  
  Hi *****- It was my understanding that you are Jims supervisor and would have authorization to approve the axle damage scope? I am not understanding why Auto Owners is denying this scope for the accident when we have two ****** dealers
  
  Hi *****-
  It was my understanding that you are Jims supervisor and would have authorization to approve the axle damage scope?
  
  I am not understanding why Auto Owners is denying this scope for the accident when we have two ****** dealers stating that the impact could have caused the axle damage. This is not my opinion, but the professionals at ****** stating this, as well the noise started right after the accident which ****** stated was due to the axle damage.
  
  We would have had no reason to visit the ****** of Gallatin the very next morning if we didnt have the concern over the new noise the vehicle was making.
  
  Please confirm what steps can be done to get this approved. I feel that Auto Owners have given no reasonable reason to deny the axle damage when I have written documentation from two ****** dealers stating that a rear impact could have caused the front axle damage. As well, I spoke with ****** **** of ****** of Gallatin last week and he supports this possible cause for axle damage like he supported this in August when we were at the dealership. 
  
  Thank you,
  **** *****
  
  
  

• Initial Complaint

  Date:11/22/2024

  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.

  On July 26, 2024, we filed a claim with Auto-Owners Insurance for roof damage to a rental property caused by a storm in April 2024. The initial claim process went smoothly, with a field adjuster conducting an inspection and providing an estimate for repairs. Following this, we hired a roofing contractor who completed the work on October 1, 2024. The invoice for the completed repairs was submitted to Auto-Owners Insurance on October 9, 2024, through both our agent and their online portal.Since then, communication from Auto-Owners Insurance has been inconsistent. Despite numerous attempts to follow up, including voicemails and emails sent on October 24, November 4, November 6, and November 7, 2024, we have received minimal response from the assigned adjuster, **** *******. Our insurance agent has also attempted to contact him, with no success.On November 7, 2024, I received an email from Mr. ******* confirming the invoice amount and stating that two payments would be issued: one for $10,000 and another for $4,570.66. However, despite further follow-up attempts via phone and email on November 12 and November 16, 2024, no payment has been issued. On November 18, 2024, Mr. ******* requested my email address and phone numberinformation that was already on fileto facilitate the payment. I promptly provided this information ******** of today, our insurance agent confirms that no payment has been issued by Auto-Owners Insurance. The claim no longer appears on their website, and the lack of response is concerning. Meanwhile, we have paid the deductible to the roofer, who is now contacting us for the outstanding balance.We are seeking resolution to this matter as soon as possible. If any additional information is required, please let me know. Thank you for your prompt attention to this issue.

  

  Business Response

  Date: 12/05/2024

  Thank you for the opportunity to review and respond to ***** *.'s communication and payment concerns. The branch reached out to discuss and has issued payment. We apologize for not meeting ***** *.'s customer service expectations.

• Initial Complaint

  Date:11/11/2024

  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.

  We live in ********************** and our area was and is devastated by hurricane ******. We rented an air bnb due to no water in our home. We were told by our agent that our policy would reimburse us what we paid for rental. We have been seen by adjuster but no one has followed up nor returned phone calls or texts. Can someone please help us. Thank you.

  

  Business Response

  Date: 11/13/2024

  We appreciate the opportunity to look into this with you. We apologize if our communication has not be adequate. We will have the branch handling your case contact you as soon as possible

  Customer Answer

  Date: 11/13/2024

   
  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:11/07/2024

  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 car was totaled in June from hitting a deer and they took the wrecked car and title and they still have not sent a check for the car.

  

  Business Response

  Date: 11/13/2024

  Thank you for the feedback on the claim. The original check was issued in September to the address we had on file. We learned in October that the check had not been received. We updated the address on file, but unfortunately the replacement check was not issued until last week. We apologize for the delay.Please let your claim representative know if the check does not arrive shortly.
  

  Customer Answer

  Date: 11/15/2024

   
  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.  I received the check today 11/15/24.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:11/05/2024

  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.

  Filed a claim with Auto Owners. They offered a settlement of about 8k to tial the truck the day before I was going to surrender the vehicle they contacted me said nope we changes our mind we will only pay 3500. I am no genius but if ***** Bluebook says in poor condition the truck is worth 9k how can they settle into offer change. I do have it in writing but yet it's seems to be a shell game on there part

  

  Business Response

  Date: 11/06/2024

  We appreciate the opportunity to reply to this complaint. We initially wrote an estimate to repair the vehicle. However, once the vehicle was at the auto shop,they contacted us and said they believed the vehicle was totaled. In the interest of time, we began valuing the vehicle while also working to verify the additional damage. On inspection at the shop, the additional damage was not related to the accident, and so would not be part of the claim. We are paying for the damages caused by our insured.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22515723
  
  I am rejecting this response because:
  
  Complaint: 22515723
  
  I am rejecting this response because: using the logic from Auto Owners  the truck could not be ***aired to post accident conditions where the frame though ***** was not bent and thr truck was eligible for trade in. It appears  that the Auto Owners  insurance company  is not willing to address this in a reasonable and fair way. I am extremely  disappointed as I had heard  that they were ***utable.  My insurance is with Auto Owners and when my *** reached out to smooth things over there was no responses from the claim department.  Once again indicating  there lack of concern for there customers and for the people involved in claims. I informed  Auto Owners  that I would unfortunately not accept sorry we can't do what they are legally liable for.  I makes me concerns if this is a one off or a overall attitude with the company.
  
  Sincerely,
  
  ****** *********
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 11/13/2024

  We acknowledge the further complaint from *** *********.A supervisor from our claim branch called and spoke with *** ********* on November 7. We apologized for any miscommunication, and explained that we owe for the damage caused by our insured. The supervisor then followed up with a letter. Auto-Owners has heard and responded to *** ********** concerns, and has paid what is owed on behalf of our insured.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22515723
  
  I am rejecting this response because:

  Though I do acknowledge there was rust on the frame before the accident, as i have repeatedly said. i also have you agreeing that the frame was not dented, the bed truck bed was not nocked into the cab until the accident. As proven by your willingness to pay part of the damages.  No matter how you want to spin it the facts don't change, that prior to the accident the truck was worth almost 10k and your settlement offer for less than 1/2 after it was damaged is not fair. I truly don't see this being resolved as our versions of liability are not in alignment 
  
  Sincerely 
  ****** **********

  Customer Answer

  Date: 11/13/2024

  I am very disappointed that the Better Business Bureau only facilitated  a conversation. I had no understanding it was unable to help with real issues. As this is a legal matter I am stunned at this process

  ***

• Initial Complaint

  Date:10/29/2024

  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 wife was rear ended in an accident and her car is damaged in the rear. This accident happened 9/30/24 and we were reached out to by this insurance company 1 time. My wife was at work and so was I and unable to answer the phone. My wife and I have called multiple times and left voicemails and nobody has called us back at any point. We would like her car fixed and want to get this issue resolved but nobody has given us any steps from his insurance company on how to proceed. We have called various times throughout the past 3 weeks.

  

  Business Response

  Date: 10/31/2024

  Thank you for the feedback on our service. We regret that you have not been able to connect with the claim representative assigned to your case. We will be reaching out to discuss the claim with the parties involved

• Initial Complaint

  Date:10/29/2024

  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.

  Reference Auto Owners Claim # ****************. On 09/01/24 my vehicle was legally parked, unoccupied, when it was struck by the insureds vehicle. My vehicle was towed (at my expense) to ****** Auto Body, where an estimate was prepared and forwarded to the insurer. The adjuster indicated the vehicle would likely be a total loss. The adjuster then presented me with a *** One market valuation report which had an inaccurate description of my vehicles trim level and mileage, along with two comps, one of which had two prior crashes and the other with an odometer discrepancy. The adjuster made an offer to buy my vehicle based on this inaccurate information. My vehicle had no title issues and no crashes prior to the incident. I brought this to the adjusters attention on 09/15/24 and provided additional comps that more closely reflected my vehicles pre-crash condition. For the next 30 days, the adjuster failed to communicate. Finally on 10/15/24 the adjuster emails me to confirm she received my emails regarding my concerns and my additional comps and upgraded parts / pricing list. Adjuster advised that she is reviewing the documentation to see what changes she can make. On 10/21/24 I followed up with an email requesting status. ******** responded with same lowball offer based off inaccurate information. It is my opinion that Auto Owners Insurance acted in bad faith when presenting the *** One Market Valuation report as a fair representation of the Actual Cash Value of my vehicle, including but not limited to the inaccurate representation of my vehicles trim level, odometer reading, condition, and upgrades, along with the intentional omission of their comps vehicle histories. It is also my opinion that Auto Owners Insurance acted in bad faith when their adjuster failed to return calls / emails, and otherwise unnecessarily delayed the resolution of this claim without the offer of a rental vehicle or compensation for loss of use.

  

  Business Response

  Date: 11/05/2024

  
  We appreciate the feedback on our claim service. It is our goal to provide great service, and we apologize if did not meet that goal. Our claim branch will be reaching out to discuss the settlement and ensure that we have adequately accounted for the features of the specific vehicle.

  Customer Answer

  Date: 11/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to this complaint.   After I filed complaints with BBB and DIFS, Auto Owners ***************** reached out and apologized for the inappropriate handling of this claim to date.   As of now, they have asked the body shop to complete an updated estimate with the understanding that they will be repairing the vehicle.  

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