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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/23/2024

  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 were rear-ended on May 13th, 2024 (while we were towing our fishing boat) by a customer who had ********************** from Auto Owners Insurance. The damage to the trailer and boat motor was extensive. We had to have them (the boat/boat motor and trailer) brought home by a flatbed tow truck. The damage seemed to be limited to our boat/boat motor and trailer.We were initially contacted by a representative from Auto Owners Insurance within a day or two after the accident. It took a month for an appraiser to be assigned and come out to assess the damage to the boat/boat motor and the trailer. We have heard nothing regarding our claim. We have reached out to the representative multiple times by different methods (phone (leaving voice mail messages, as the calls were not answered), texts and email). The representative seems to be unavailable. We have heard NOTHING back other than their standard form that says they will respond soon, which has not happened.

  

  Business Response

  Date: 07/30/2024

  Thank you for the opportunity to respond to ******************** We apologize if we missed any of ********************'s attempts to make contact. The branch has reached out to ******************** and settlement has occurred.

  Customer Answer

  Date: 08/05/2024

   
  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 have received a partial payment for the insurance settlement.  The rest of the payment is supposed to be on the way.  When I receive the rest of the payment, the matter will be completely resolved, and I will be completely satisfied. Thank you for your help in resolving this matter.

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

• Initial Complaint

  Date:07/16/2024

  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.

  After 25 months of fighting Auto Owners on their bad faith, it has been proven that the 2018 code clearly states it is the manufacturer's guidelines that need to be followed. I am mystified how an insurance adjuster and his bosses do not know or understand the 2018 UBC Roofing Code. spaced decking1/4 inch gaps are up to the manufacturer's guidelines, which require the decking to be a nailable surfacenot Auto Owners adjusters' wilful ignorance of the code. They corresponded eight times that 1/4 inch gaps were nailable and denied eight times that decking was a code-covered item, insisting I pay for code-covered decking. Without decking, the roof is sure to leak; there is no installation warranty or 50-year shingle guarantee. Really, Auto Owners, no pride, just cheap and greedy when paying claims, just stacking profits and leaving homeowners with roofs that leak. Auto Owners is an "accept all payments, deny all or major parts of claims" insurance company. State Farm never did this to me. I was trying to save money with Auto Ownersgreat plan until you have a claim. They put me through heck, lied and lied, and were professional at covering up one another, and explaining 'nailable' as just not covered. They finally paid for decking after it was rubbed in their faces with the 2018 Unified Building Code, which every state, county, and city uses. Oh, that did not work, Auto Owners. After 22 months, you insisted I had to get a letter from the City explaining and approving the decking as required by 2018 UBC. The zoning department does not send out insurance letters, but I am civic-minded and know the city and got the impossible email. Only then was the decking approved, which only took 23 months and 400 hours for me, probably only 1 hour to say no eight times. Decking is normally approved by insurance with just a few pictures and one phone call. Auto Owners is refusing to pay for decking over space decking with 1/4 in gaps, and it's code-covered by insurance. im out $12000

  

  Business Response

  Date: 07/29/2024

  Thank you for the opportunity to respond to ************ We have been in communication with ************ to discuss his concerns. We have responded to similar concerns in writing previously and will do so again. 

• Initial Complaint

  Date:07/14/2024

  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.

  After my home flooded and was rebuilt this company was moving my stuff back in and their truck had an accident and all of my stuff was ruined. They are saying theyre not responsible

  

  Business Response

  Date: 07/17/2024

  We have had an opportunity to review the complaint from ****************. Auto-Owners has not denied ****************** claim. At this time the Company is investigating,and has asked **************** to provide us with documentation in support of her claim for property damage. Once necessary documentation is received and the investigation complete, we will be in a position to evaluate the claim.

• Initial Complaint

  Date:07/09/2024

  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've been with auto owners for many years. Never had any problems until now. Back in january, I was in a Automobile accent. I was rear-ended at a stoplight.Went to hospital? They claimed it was a strained muscle, went to PT was treated as a strained muscle. Kept having periods of neck issues all through PT 5 months later, I went to a specialist Because I had a flare up and it never went away and come to find out it was a pinched nerve. He looked at the original CT Scan saw it on the original. I have had numerous tests done MRI,EMG, tried other options neck injection that didn't work now.Possibly may have to have surgery. My adjuster shut down my claim for investigation. To ensure that I didn't have prior injury. Which I was originally okay with? Because I have never been to the doctor for neck issues had prior issues with the same side of my neck that was injured during the accident.I think more like because they don't wanna pay for something.I have been paying into for years.No wage reimbursement, nothing due to the *** 30 days later, I called her to see where they were at as far as the investigation. And all she will tell me is what the process is and that they have no time limit. Which is true in ********?But that is taking advantage of people and the system.

  

  Business Response

  Date: 07/11/2024

  Thank you for the opportunity to respond to ************** The branch spoke with ************** on the morning of 7/9/24. After receiving ******* concerns posted later the same day, we will be reaching out to see what additional questions ************** may have.

• Initial Complaint

  Date:07/03/2024

  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.

  This is about a car accident 5-18-2024 caused by Auto-Owner's Insurace client (ran a very red light and T- boned my car with injuries to myself and daughter). My insurance is involved (State Farm) and both myself and the State Farm rep have tried contacting the Auto-Owner's rep for the past 2 weeks by leaving voice mails, *************** with no response. The Auto-Owner rep took over 30 days to claim responsibility of the accident (with knowledge of a witness stating their client illegally ran a very red light on the first day) and even though the car was totaled has not claimed status of the car (even though he has stated he is investigating the situation). Just would like to have Auto-Owner's insurance provide/pay me a fair price (***************** feels it's worth $10,200 + taxes, ************** for my totaled car. I don't feel it's right that their institution, whose client destroyed my source of transportation, gets to keep collecting intrest on the money that can help me purchase a car to get somewhat back to my life. 46 days seems a bit long (dragging his feet) to me as well as to other friends & the State Farm rep.

  

  Business Response

  Date: 07/10/2024

  Thank you for the opportunity to respond to Ms. ********** complaint. We apologize for the delay as it was initially thought another insurance carrier was handling the damages. We have since made contact with ********************* and will be moving the claim forward.

• Initial Complaint

  Date:06/28/2024

  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.

  I have a claim on a client of Auto Owners Insurance for my car. Our adjuster,***************************, would never return my calls. This went on for a month. A decision was made and she still didnt call to let us know. We had to call the shop where the car is to ask if they had heard anything. I think this is very unprofessional. I would never use Auto Owners.

  

  Business Response

  Date: 07/03/2024

  It is the goal of Auto-Owners Insurance to communicate in a timely manner with those who have claims. We apologize if we did not meet that goal on this claim.Our branch will be reaching out to further discuss the situation with ************.

• Initial Complaint

  Date:06/25/2024

  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.

  My father in law's home had water damage on 5/20/24. It is going on 6 weeks of slowly dragging their feet with partial approvals of damages, saying payments were sent when they were not sent, and just general delays in processing this claim. Just last week, he FINALLY sent a payment for $3,000 when the damage estimate is over $17,000. These delays and lack of answering phone calls by the adjustor and his manager are just ridiculous. I am not a contractor and when I pointed out all of the damaged items the adjustor left off the claim, he said "it's a game they play" with the contractor. I AM DONE PLAYING GAMES. PAY FOR THE DAMAGE. He has faithfully paid his insurance for years with no claims, and now that we have an issue, they don't want to release enough money to actually fix the damage.

  

  Business Response

  Date: 07/02/2024

  Thank you for the opportunity to respond to **************** We have reached out to understand her concerns and address them. We will remain in communication as we continue our review and work toward a resolution of the claim.

• Initial Complaint

  Date:06/12/2024

  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.

  In February a large storm hit our neighborhood causing damage to my roof and many of my neighbors. I filed a insurance claim and the inspector came out with the roofer I initially had inspect it. The inspector told us it was not hail damage and that it may have been caused by bird p*** or tree branches. I then explained that those would still be reasons for the insurance company to cover damage. The inspector then took back his statement about the branches saying he would see other signs. The inspector filed the report and it came back denying my claim and did not include the information about bird p*** or tree damage. I contacted the supervisor who then simply stated that he denied it even though a witness was present and that our claim was denied. I suspect they are denying us to save money due to the large amount of damage in the recent months to the surrounding area. ************************* was the supervisor, *********************** was the inspector.

  

  Business Response

  Date: 06/13/2024

  Thank you for the opportunity to respond to Mr. ****** complaint. We apologize if our statements were not clear at the time of the inspection. The claim representative was asked what could cause the roof conditions observed, and provided a hypothetical answer. A collection of small damages, from whatever source, over time is the essence of wear and tear. We will be reaching out to clarify our position with our insured, and work with our Claim Representative on ensuring clear communication into the future.  

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21838629
  
  I am rejecting this response because: the information provided is not factual. The inspector stated his certifications and explained how his assessment is irrefutable as he has examined 100s of roofs. Auto owners has been very unresponsive and are making me jump through additional unnecessary hoops in hopes to discredit the initial adjusters statements by having a different person come out instead of using their first inspectors statement. They have yet to address the discrepancies in the adjusters report and have only said it did not happen. There were other people present when he gave the verbal report including a representative from a roofing company. Our neighbors house has the same storm damage and was covered. Theyre simply trying to avoid covering my roof to save money.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/06/2024

  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.

  We filed a homeowners claim with Auto Owners Insurance in ********** on My 7th, 2024 and ************************* is our claim adjuster. The issue we are having is that our adjuster has stopped calling and emailing us back and refuses to help us anymore and this is still an open claim. We have asked her several times via phone message and email to call us back and she refuses to. Not sure if it a case of a terrible and lazy employee or that they have told her to string their customers along in order for them to get fed up and give up. She refuses to answer any questions that we have regarding our claim and the things that are covered in our policy and that she has previously told us was covered and approved has now come to a halt and she refuses to talk to us about this matter. We had a tornado hit our home and a massive 50K lb. tree hit our home. She approved temporary housing for us since our building inspector and ******* kicked us out of our home and demmed it condemned. Now they refuse to pay any of the 43k temporary coverage that we have on our policy and we are stuck with an incurred 3k housing fee a month plus our normal monthly mortgage that we have to pay. They stated they would pay the invoice for the tree removal and again refuse to pay that now, and we are stuck with that bill as well. They are not honoring the terms that they set forth in our policy that we have with them. ******** actions in this case are not only unprofessional, but unethical. We have been told by two contractors and the building inspector that our home roof is caving in, and we cannot get them to help us or to communicate with us. Our next step is to hire a lawyer, our own engineer and file a complaint with the state of ********. I have never seen an employee have such disregard for not only her job, employer, and her customers. They are wanting to put us in an unsafe home that only is going to lead to a bigger claim when it falls down.

  

  Business Response

  Date: 06/10/2024

  We appreciate the opportunity to respond to ****************** complaint. We have assigned an engineer to help verify the scope of the damage caused by the tree,and will be reaching out to the ******* to provide them with updates on our progress.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 21812958
  
  I am rejecting this response because: This is our second complaint with Auto Owners We are still dealing with a lack of communication. They are definitely not following the bad faith laws that are set forth in ********. We were promised from our adjuster temporary housing payments through August due to the fact that we cannot live in our home being that it is condemned per the building inspector stating the home is unsafe to live in due to structural damage and foundation damage and **************, our adjuster stopped sending payments in June, leaving us to pay two monthly housing payments every month. Now keep in mind I have over 40k in temporary housing coverage on my policy, but Auto Owners refuse to let me use it and we will not be in the home or a new home for many more months to come. They sent out "THEIR" engineer who stated the house had minimal damage from the tornado and can be fixed with a small sum of money, and that the new construction that we had done a week prior to the tornado was contractor error and that the rest of the damage was due to the age of the home. We have had five contractors come to the home to inspect the damage and give estimates and three said it would be well over 100k to fix and two state it should be torn down and re-built. Our building inspector states he will not allow anyone in the home or repairs started until there is a structural engineer that comes out and does a report and when we mentioned this to our adjuster ******, she stated that it was not her problem and that it was between the building inspector and us. We suggested a third-party structural engineer that was not affiliated with Auto Owners and myself and that was turned down and stated to me that their engineer was sufficient enough. Insurance companies get a bad **** but this company takes the cake. Most unethical company ever with zero compassion for their clients. Our neighbors who have the same company, are in the same boat as us with them. Truly sad indeed.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/29/2024

  We regret the Collinscontinue to be dissatisfied with our Company. An engineer was assigned to inspect the property to distinguish pre-existing issues from post loss damages. The engineer was neither an employee or otherwise affiliated with Auto-Owners Insurance. It is the goal of Auto-Owners to pay all that is owed for covered damages, and we believe we are doing so in this case. However, we remain open to reviewing any additional information that may be submitted.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 21812958
  
  I am rejecting this response because:

  This is inaccurate. *****************************, my adjuster, she claimed that Auto Owners would continue to pay for temporary housing through August ******************* June of 2024. TRY AND PROVE ME WRONG!  Last time I received a check was in June, 2024 for the month of June. I have called and left several messages and sent emails and to this day I have not heard back from her. This behavior from her has been stand from her towards us since we got hit by a tornado. She is by far the worst adjuster I have ever dealt with and her employer just lets her get away with it because then they dont have to pay. Its probably in their training manual. This is such a large case of bad ethics on their part. They will string you along for as long as they can hoping you will give up and drop the claim. I have over 40k temporary housing coverage on my policy and still currently unable to live in my home due to the county building inspector condemning the home and deeming it unsafe to live in, and do you think they would help out and let me use that coverage? They only sent two months. 

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

  

  Business Response

  Date: 09/09/2024

  We appreciate the opportunity to provide further clarity on this matter. The branch handling your claim recently issued further funds from your additional living expense coverage, and reached out to you about a timeline of repairs and documentation necessary to consider further extensions. The additional living expense coverage only applies to damages that directly resulted from the claim.Any repairs that are part of ongoing renovations or otherwise pre-existed the claim would not be considered. The policy does have a dollar limit for additional living expense, however, the coverage is also limited to the shortest reasonable time to conduct the covered repairs.

• Initial Complaint

  Date:06/06/2024

  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 daughter was involved in an auto accident where a client of Auto-Owners insurance rear ended her car. A SC state trooper documented the accident indicating the Auto Owners client was at fault. My daughter was sitting in line at a red light when their client hit her car from behind. The representative, ***********************************, has been unresponsive to her calls and emails to file the claim and get her vehicle repaired.We have also attempted to escalate to the office manager, *********************, but as of yet gave received no response.

  

  Business Response

  Date: 06/11/2024

  We appreciate the feedback from **************** regarding her claim experience. It is our goal to provide great service and we apologize if we did not meet that goal in this case. Our local branch is reaching out to discuss the matter and next steps.

  Customer Answer

  Date: 06/12/2024

   
  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,
  
  ***********************