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Business Profile

Insurance Companies

Auto-Owners Insurance Group

Complaints

This profile includes complaints for Auto-Owners Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Auto-Owners Insurance Group has 122 locations, listed below.

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    Customer Complaints Summary

    • 247 total complaints in the last 3 years.
    • 93 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/19/2024

      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.
      I had an unfortunate incident when my truck was stolen from my driveway on August 7, 2024. The initial contact and response times from the Auto-Owners claims adjuster was very good. However, As of today, 9/19/2024, I have been waiting for 43 days and I cannot get a response from my adjuster, ******* *****, or her manager ***** ******, nor anyone else. I am still awaiting my settlement for my Total Loss truck. I would like for someone to contact me regarding my claim! Thanks for your time. *******

      Business Response

      Date: 09/20/2024

      We have had an opportunity to look into Mr. ******** concerns with his claim. There is certain documentation we have requested from Mr. ********* and we will be able to make further decisions once this information is received. In the meantime,our local branch will be communicating with our insured.

      Customer Answer

      Date: 09/23/2024

       
      Complaint: 22308773

      I am rejecting this response because:

      Their communication has been less than acceptable since August 8th, 2024. I waited for 30 days to be able to settle my claim. After the 30 days, I followed up to settle and they will not return phone calls or emails. Then, they wait until Friday afternoon to make requests or send emails and will not return phone calls. Many attempts from me and my agent have been unsuccessful. We are on Day 47 and I am now awaiting a return email or phone call from the adjuster and/or claims agent from Friday 9/23. 

      They have already been provided requested documentation over a week ago. They seem to be intentionally ignoring me and my requests for information and ignoring my requests for a phone call. We are now on day 47 and they seem to be very slow in resolving a cut and dry case. 

      Sincerely,

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

      Business Response

      Date: 09/25/2024

      We appreciate the opportunity to reply further. At this time, we have communicated with our insured and have the information we need to move forward with his claim and payment.

      Customer Answer

      Date: 09/25/2024

       
      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:09/16/2024

      Type:Order 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 mother died on August 6th. She and my dad who passed in 2009 were with Auto Owners Insurance for decades and filed possibly one claim in that time. When she passed away she was in the middle of a claim with this insurance company regarding some weather damage to her home. I as her son was helping her to get through the process. She had been sick and was 84 years old. When she passed away the claim was all but settled except for some final payouts to cover the weather damage. I contacted the Adjuster to please wait to send the payments becasue she had passed away and that I would need to file a ************ Affidavit with the county and state so that they could send the payment to me so I could complete the repairs. The state of Illinois has a ************ Law within their Probate law that allows for estates that are valued at less than $100k to pursue the ************ Law in order to not go through Probate. Auto Owners refused to honor the ************ Affidavit which was filed legally with an Attorney. They are forcing this payment into a probate estate which does not exist because State Law doesn't require a ************** for Estates valued at less than $100k. They repeatedly denied my requests despite providing them with the ************ Affidavit (a legal document) and her death certificate and her will which names me the Executor of the Estate. The Adjuster stated that he doesn't know anything about the ************ Law and that he "doesn't care if an Attorney filed it and wrote it." He said "It means nothing to me." The small Estate law is specifically for this sort of cases and provides protection to financial institutions like insurance companies and banks for making these types of payouts.

      Business Response

      Date: 09/18/2024

      Thank you for the opportunity to respond to ***** *. Our condolences regarding his mother's passing. The branch is researching the ************ Affidavit Act and will remain in communication with ***** *. and the attorney involved in order to reach a resolution regarding payment.

      Customer Answer

      Date: 09/23/2024

       
      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. Two days after I filed this complaint they decided to honor the small estate law. However it cost me $2000 dollars to pay an attorney to go back and forth with them for almost two months regarding this issue. All they had to do was honor the small estate law and my filings with them and it would have been easily resolved. I would like for them to pay the attorney fees.

      Sincerely,

      ***** ****
    • Initial Complaint

      Date:09/03/2024

      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.
      On August 19, 2024, I was rear ended by a vehicle that is covered by Auto-Owners Insurance. A police report was filed, and the driver of the vehicle was found to be at fault. I contacted the insurance company and an adjuster contacted me. She asked if I wanted to get an estimate myself or have someone come to my home to do the estimate. I agreed to have someone come out not knowing at the time that would be the only estimate that would be considered. After the estimate was received, I realized that there were parts missing that needed to to be replaced. I went to a dealership to obtain another estimate that would include all of the necessary parts needed to repair vehicle. I am planning on doing most of the work myself as I have experience with body work. After receiving the new estimate, I contacted the adjuster to let her know that there was a discrepancy between the two estimates. She informed me that they were unable to honor the second estimate because we already had one from their company. She said that if we would take it into a repair shop, if there was an overage, they would cover the additional cost. This does not work for me as I am planning to do the repair work myself. When pressed why certain parts, such as the taillight assembly, she said that it would be replaced with a used one. I am very frustrated because their insured was at fault, and I am getting the run around. I was also injured in the accident and have yet to hear from the personal injury adjuster. I am planning to contact an attorney because I don't feel that I'm getting the compensation that is due.

      Business Response

      Date: 09/05/2024

      We appreciate the opportunity to respond to *********************** is our goal to pay all that is owed on each and every claim. Sending an appraiser to inspect does not affect what is owed on a claim, but can speed up the verification process. An estimate received directly from a shop will be subject to similar review and potential adjustment. ******************** may also use any parts he chooses, however, the estimate has been written according to the rules and requirements of **************, which do allow for like kind and quality parts. If during repairs, ******************** (or the shop of his choice)encounters additional damages, he/they should make sure to let his adjuster know, and we can consider them upon verification and possible inspection.

      Customer Answer

      Date: 09/05/2024

       
      Complaint: 22233117

      I am rejecting this response because I have hired an attorney.

      Sincerely,

      ***************************
    • Initial Complaint

      Date:08/15/2024

      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.
      *************************** sustained an injury while in the course and scope of work. Surgery required to repair resultant injury. First surgery failed to remedy. A second surgery is required and is being denied by claim handler. All the while **************** is in excruciating pain and distress as a result of the workplace injury and the needed care and treatment is denied and declined.

      Business Response

      Date: 08/23/2024

      Thank you for the opportunity to respond to *************** complaint. The claimant on this file has legal representation and we have been in contact with them.
    • Initial Complaint

      Date:08/13/2024

      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 truck was damaged in an accident and auto owners insurance is supposed to pay me for my damages, almost a month later I still have not received payment, I have contacted them many times and they refuse to give me even a call back

      Business Response

      Date: 08/15/2024

      Thank you for the opportunity to respond to ****************** The branch issued 2 different checks we understand weren't received, so an EFT payment was successfully sent. We apologized for the inconvenience of not receiving the previous checks. 

      Customer Answer

      Date: 08/16/2024

       
      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:08/12/2024

      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.
      Due to the sensitive nature of the complaint, and this being a public record, I need the company to contact me directly. Thank you

      Business Response

      Date: 08/16/2024

      Thank you for the opportunity to respond to *************** complaint. A representative of Auto-Owners has made contact with **************

      Customer Answer

      Date: 08/16/2024

       
      Complaint: 22131084

      I am rejecting this response because:

      Auto-Owners did not contact me.

      An outside attorney contacted me. I can not communicate with this law firm becaue they are an adverse party, subject to litigation.

      I will send a letter to the corporate address in care of the general counsel's office prior to initiating litigation against Auto-Owners. If Auto-Owners wishes to deal with this problem, they either need to communicate directly or find different outside counsel

      Hopefully, the company will agree it is in its best interest to resolve the issue instead of getting sued.

      Sincerely,

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

      Business Response

      Date: 08/23/2024

      Thank you for the opportunity to respond to *************** complaint. A representative of Auto-Owners has left a message for **************

      Customer Answer

      Date: 08/23/2024

       
      Complaint: 22131084

      I am rejecting this response because:

      This is an exact cut-and-paste of Auto-Owners August 16 response. Auto-Owners needs to read my previous correspondence and respond appropriately. It can either contact me directly through its general counsel, have outside counsel from a non-adverse law firm contact me, or get sued and face a State Department of Insurance investigation, which could result in penalties ranging from fines to revocation of its license. ThIs company is on notice 


      Sincerely,

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

    • Initial Complaint

      Date:08/12/2024

      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 recently submitted a claim for hail and wind damages caused to my apartment building located at ****************** with a loss date of 03/03/2023. The claim was submitted July 3, 2024 and I have weather reports that confirm there was hail and wind that came through the ********** area on that date. My policy also provides coverage for this type of loss. Auto Owners denied my claim (without any phone call to explain the reason why) or a proper investigation and further stated that they believe the damages to be caused by a loss date of 08/21/2021 and on 04/02/2024. How do they know that? There was a significant amount hail that came through ********** during my policy period, of which I reported when required. It's unclear as to how Auto Owners is proving the damages were caused by wind and hail on 04/02/2024 as well as 08/21/2021 without contacting me. There are weather reports that confirm hail and significant wind damages were caused to the property on 03/03/2024 as well as several other dates during my policy period.My claim was denied without a proper investigation and no contact with me was ever made. I've not heard from them at all regarding their decision. How can a claim be denied without any proof. Doesn't the insurance company have to prove the denial exists versus speculation? I should not have to invoke my Appraisal clause and spend my money just for the insurance company to do their job. I'm asking for my roof to be replaced due to storm damages covered under my policy and for them to fulfill their promise. $20,000 was the amount I listed because I've not even seen the estimate from the adjuster providing an estimated costs. My contractor will work with the adjusters estimate. My adjuster and my roofer had a discussion during the inspection where my roofer was told the entire roof needed replaced and that an estimate would reflect that. No estimate has been received. No investigation was properly completed and needs to be re-evaluated

      Business Response

      Date: 08/23/2024

      Thank you for the opportunity to respond to ****************** We have recently sent a letter to ****************** explaining our position based on our findings and our position remains. We have also spoken with him to answer questions he may have and consider possible additional documentation.
    • Initial Complaint

      Date:08/08/2024

      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.
      Our van was heavily damaged by a hail storm while being held by an auto garage pending payment from Auto-Owners Insurance. We had been requesting proof of payment over 1-week in advance of the storm. The garage could not release the van to us to be picked up without proof of payment from the insurance company. Therefore, the insurance company is at fault since the release of the van was pending their issuance of proof of payment. We tried to resolve the matter with the insurance company through the Florida Department of ****************** Insurance ****************** and mediation departments, but the letter the insurance company sent to FL DFS requesting dismissal of our complaint was full of falsified information and lies, and I maintained email documentation that proves the information in the letter from the insurance company was false. When I spoke to FL DFS, they told me they could not force Auto Owners to meet with us in mediation or to settle our complaint as the state's services were voluntary for both parties. Auto Owners forced us to open a claim and pay our $1,000 deductible for the hail repairs. Due to Auto Owners lag in issuing proof of payment, our van was damaged by a hail storm and is now worth considerably less than we owe on it as the damage has been reported on the vehicle's history. This damage would have been prevented had Auto Owners issued proof of payment to the garage 1-week prior to the storm, when we started requesting proof of payment.

      Business Response

      Date: 08/13/2024

      Thank you for the opportunity to respond to **************** We have communicated our position in detail regarding similar contentions in prior correspondence. Our position remains we have paid all we owe on this claim. 

      Customer Answer

      Date: 08/13/2024

       
      Complaint: 22112885

      I am rejecting this response because:

      The previous responses I received from Auto-Owners were grounded on lies and false information regarding the incident, which I have proven to be false in the correspondence provided. Auto-Owners cannot simply lie about the incident and twist the facts to make them fit their desired outcome. The facts are, the damage to our vehicle and the loss in our vehicles value was preventable, had Auto-Owners taken the necessary steps required to issue proof of payment for the vehicle to be released to us. I will not accept Auto-Owners responses that are based solely on lies and misinformation. Businesses cannot make up false statements just to silence complaints. If Auto-Owners was under oath, those statements made in the prior response would certainly not hold up, especially against the documented evidence I have proving the claims false. If I need to follow the steps for formal litigation or contacting every news media outlet from here to ********, I will do so. I will not be lied about just to have this complaint swept under the rug.


      Sincerely,

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

      Business Response

      Date: 08/23/2024

      Thank you for the opportunity to respond to ****************We have thoroughly discussed the issues raised in previous communications and maintain our stance that all payments owed on this claim have been fulfilled.
    • Initial Complaint

      Date:08/05/2024

      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 have hail damage to my roof from a storm on March 26th 2024. Auto Owners my insurance company is denying the claim stating the roof damage is old and not from the recent storm.Several homes in my neighborhood were damaged and are being repaired via their insurance companies. This includes the home next door about 30 yards away. I feel Auto Owners is simply wanting to avoid their obligations. If find it difficult to understand how many homes in the area are damaged but my provider does not want to comply with their agreement. I had a roofer inspect the roof and they indicated hail damage. Auto Owners sent an inspector that did an abbreviated examination due to difficulty moving on the roof with his injured leg. In short Auto Owners is not fulfilling their obligations in the face of obvious damage.

      Business Response

      Date: 08/06/2024

      We appreciate the comments from **********************. It is the goal of Auto-Owners to pay all that is owed on each and every claim, based on the terms of the policy.We will be reaching out to ********************** to further discuss his concerns and our conclusions.

      Customer Answer

      Date: 08/06/2024

       

      the business simply stated they will contact me.....I cannot accept that as a solution to my complaint.

       

       

    • Initial Complaint

      Date:07/31/2024

      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.
      4/21 I was hit by someone that carries AO Insurance.5/6 Pictures were sent to claim agent, ***********************, via text.5/23 Email Hello ******, I am emailing you regarding Claim ****************.What are the next steps and how can we expedite this process?Thank you 5/23 Auto Reply I am currently out of the office with no access to e-mail or voicemail. If you need immediate assistance you can contact ************** or send your e-mail correspondence to ************************** and someone will be able to assist.Thank You!5/23 Emailed ************************** - no response 5/28 Email:Hello ******, are you back in the office today? On Thursday I followed up with an email to ************************** and did not hear back from anyone.5/31 Email:Hi ******- are you available to talk today?6/3 Email:******, please advise on the next steps for this claim.Your prompt response is appreciated. 6/4 Email from ****** at 8:22am:Good Morning, I am now back in the office and we can start to proceed with your claim. What is a good phone number that I can reach you at?6/4 Email to ****** at 9:24am Please call me at ************. Thank you, ***** 6/12 Email:It has been almost two months since the accident. Could you please call me? 6/12 called and spoke to ******'s supervisor, *******. She transferred me to ******. He told me that Auto-Owners Insurance had accepted full liability and gave me the okay to take my car in to get an estimate.6/19 The repair company sent the estimate and photos.7/11 LVM for ******.7/12 Received a vm from ****** that he needs photos to proceed.7/15 Emailed ****** the photos and reminded him that I sent them to him on 5/6 and 6/19.7/18 Called and spoke to ******. He stated that he was still awaiting approval for the estimate and I would get a call in two to three days.7/23 Called and LVM for ******. His voicemail stated that he was out of the office until 7/25.7/23 LVM for another agent.7/25, 7/29 and 7/30 LVM for ******.

      Business Response

      Date: 08/02/2024

      Thank you for the opportunity to respond to ************ Our goal is to provide exceptional customer service and apologize for any delay. We have recently reached out to ************ and settled the claim.

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