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 has 122 locations, listed below.

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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

  787 White Pond Drive, Suite B Akron, OH 44320-4204

• 

  Auto Owners Insurance Company

  PO Box 64358 Saint Paul, MN 55164-0358

• 

  Auto-Owners Insurance

  19201 E Valley View Pkwy Ste C Independence, MO 64055-6913

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:05/28/2024

  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 been trying to connect with Auto Owners Insurance over a claim. I have sent the email attached below and made phone calls. When I spoke to an agent in early May they said that it would not be a problem to keep me updated via mail but I have yet to hear anything. I just wish to be updated on the status of my claim.

  

  Business Response

  Date: 05/29/2024

  
  Thank you for the opportunity to respond to **************** We have previously communicated our liability decision and will contact again to make sure she is aware.

• Initial Complaint

  Date:05/25/2024

  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.

  I paid 3 checks: $145 for 1 year umbrella policy, $1008.08 for 1 year of Homeowners & $722.73 for 6 months of auto for two vehicles to Auto Owners (AO). All of my checks were received & cashed according to our bank. for unknown reasons, AO applied the $145 correctly. Then they selected to take my homeowners (full payment) & did not apply it to that policy, but indicated that I did not pay it in full as I owe $73.09. Next, they state that, for autos, I owe $11.77 & $122.46. They added a $15.00 fee to me for s******* up my entire billing as well. AO now will cancel my home auto insurances if I do not pay a total of $222.32 by 6/9/24. There is NO explanation at all with the cancellation threats. If I did owe $1008.08 for *********************** ****** cashed that check, why is it not applied to my HOME as I INDICATED? What right do they have to take my payments for one insurance and NOT apply it 100% there? This seems dishonest and improper business practice at best. My one vehicle had been in storage most of the Winter. I indicated in April that it was to be OUT of storage in May so I needed a billing to show the costs for my 2 cars. I never go a clear statement. I received one estimate at $990.74; another for $851.61. The latest apparent billing was a total for $1786.25 & I paid a total of $1875.81. But I am being cancelled? I never received any bill for $11.77, but believe this is a true bill that I would pay if billed correctly. In summary, it appears that AO is a very disorganized company. They refer everything to their local agents who are NOT solving any of the billing issues. I need a corrected BILL that shows the exact cost for the TWO autos. I need a refund of the money I have apparently overpaid for my F150 auto. I need someone who knows what they are doing!!!

  

  Business Response

  Date: 05/29/2024

  Were sorry to hear that you had a negative experience. We take our customer service very seriously.  Wed like to discuss your experience in detail. Please contact us at ************** and ask for a supervisor or manager.

• Initial Complaint

  Date:05/19/2024

  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 company is refusing to make me whole on my vehicle getting totaled by one of their insured persons. Then sent me two offers and I accepted which option fit my needs best. Only to find out that now they are refusing to pay for my property damage loss due to me having an attorney for my medical issues Im having from the accident. And they are also making me return my rental vehicle because we made you and offer and you have 5 days to return the rental to enterprise so now I Have a totaled vehicle and now way to get around and no payout to even attempt to purchase another vehicle. Worst company to deal with ever! Even have a supervisor involved and just kept repeating sorry we cant talk to you about anything we can only talk to your attorney. The Claims Agent even tried to pull my rental agreement before there was even an offer made. I have recordings of all of this and email proof as well.

  

  Business Response

  Date: 05/23/2024

  Thank you for the opportunity to respond to **************** In situations where someone is represented by an attorney, sometimes permissions aren't clear and we have to reach out to the attorney to clarify. We're sorry if we didn't meet ****************'s customer service expectations in this situation. Since receiving ******'s post, we reached an agreement on the property damage claim and issued payment.

• Initial Complaint

  Date:05/17/2024

  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.

  Back glass was replaced but now water leaks in.

  

  Business Response

  Date: 05/28/2024

  Thank you for the opportunity to respond. We have reviewed the file and will communicate with ********************** regarding the claim.

• Initial Complaint

  Date:05/07/2024

  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.

  ***** was involved in a not at fault, automobile accident caused by one of Auto-Owners Insurance customers.Auto-Owners Insurance has deployed delay tactics, has been unprofessional in communication and has been negligent in processing the claim. Value proposed for settlement is low and does not consider all conditions of the claim. Email and other correspondence is attached to this complaint with dates and times of occurrences.

  

  Business Response

  Date: 05/07/2024

  We appreciate the opportunity to reply to this complaint. It is the goal of Auto-Owners to pay all that is owed, as well as provide great service. We apologize for any issues submitting the claim, and if our subsequent service did not meet expectations in this case. However, the amount owed for property damage is based on the value of the vehicle itself. We are unable to consider perceptions of service, or the absence of medical and other claims when evaluating a vehicle. We will continue to communicate with **************** to resolve his claim. 

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21676953
  
  I am rejecting this response because: no consideration has been given to loss of use.  It is customary in the state of ************** to provide allowance for loss of use of vehicle due to damage (in this case broken taillights which are against the law to operate the vehicle on public highway) and need to keep the vehicle covered to prevent rain from entering vehicle, which prohibited driving as well.  Also, in the case of a total loss, owner of vehicle should be given a time frame to find a replacement vehicle, with either rental car, or in this case, financial allocation in lieu of rental car.

  We need to meet somewhere in the middle, between the property damage only offer, and the request of settlement of $3000 total.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/25/2024

  We appreciate the opportunity to further reply. Loss of use was included in the offer that was previously communicated to you with regard to the vehicle. At this time payments have been issued for the vehicle itself, and loss of use. 

• Initial Complaint

  Date:05/07/2024

  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.

  The auto insurance belongs to the company whose employee t-boned my 2018 Prius with my grandsons driving/riding - the autobody shop had some problems with the Original Parts from ****** resulting in two delays in releasing the Prius to me. The first one I found out early enough in the day that the rental was supposed to be returned, and was able through vmail and email to inform the Claim team that the car would not be available to me. The second time was at 4:30PM on Friday - the body shop informed me that the car would not be available because some parts from ****** had been mis-packaged and therefore the bumper had not been attached and my car was unavailable. Despite immediate phone calls and emails to both ***** and ******* (the original claims person) at Auto Owners Insurance, I did not get a reply until after 5PM when the shop was closed. I had no choice but to keep the rental - it was my only vehicle until my vehicle was returned. I strongly feel that the insurance's claim that they are not responsible for the rental car while the body shop is awaiting parts is bogus, since the body shop received the parts in incorrect packaging. All I want is to have the Insurance company cover the remaining 4 days of rental ($188.40) -- I returned the rental on Tuesday when my Prius had its bumper and I was able to get it from the body shop. The cost of the repairs were around $10,000 and my grandsons (who were in the car at the time of the accident) did not require any health care at the time. I still have to take my car into the body shop for remaining fixes - so I'm still having to deal with something not of my making -- an accident due to the insurance holder's carelessness -- I should not pay for rental car fees as well.

  

  Business Response

  Date: 05/16/2024

  We appreciate **************** sharing her concerns with us.After review, we feel that we have given **************** a reasonable amount of rental time for the repairs needed. We will be following up with **************** to better explain our reasoning.

• Initial Complaint

  Date:04/15/2024

  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.

  In early August 2023 Auto Owners Group insured drove into the side of my vehicle. According to Erie Insurance, Auto owners Group will not release my $500 deductible. It has been almost 9 months since their driver drove into my vehicle--seems excessive to hold my deductible that long.Claim A00005245272

  

  Business Response

  Date: 04/22/2024

  We have received the complaint filed by ******************. The parties to this accident had conflicting versions of what happened, and there were no witnesses. These conflicting stories are also captured on the police report. Mr. ******** insurance carrier had reached out previously asking us to reimburse them for what they paid ******************. We advised them that based on the facts we were denying the claim. We will also be communicating directly with ****************** at this time.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21578420
  
  I am rejecting this response because: The issue is not resolved their insured drove into the side of my vehicle, this happened in August of 2023.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/06/2024

  We appreciate the additional feedback. We acknowledge that ****************** disagrees with the decision, and has a different perspective on the events than our insured. Both drivers claim the other entered their lane. There are no witnesses, and the police report does not assign fault for the accident to either party. Instead, the police report just recounts each driver's statement as to what happened. As such, we have denied the claim based on conflicting stories, with no other available evidence. If ****************** has evidence he would like to submit in support of his statements, we will be happy to review it. 

• Initial Complaint

  Date:04/05/2024

  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.

  Having issues with insurance claim as a result of water damage to my house. The adjuster keeps denying bills I have paid out.

  

  Business Response

  Date: 04/12/2024

  Thank you for the opportunity to respond to ******************** We have issued payments for covered portions of her claim. The claims branch has reached out to ******************** in an effort to address her concerns.

• Initial Complaint

  Date:03/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Life Billing Account Number ********** I have three life ********************** policies with the company I have been paying my policies on a monthly basis for years. I have been sent a letter that I am being forced to either 1. Change the billing mode to quarterly billing which is over $500.00 due at one time. 2. Set up Electronic Funds Transfer. Neither of these options I would like to choose and upon calling them they stated these are the only options. I do not have the funds to pay $500.00 for quarterly billing and DO NOT WANT LOANS taken on my polices that I will have to pay interest on. I have had Electronic Funds Transfers and money has been taken out of my account on the wrong dates and amounts and will do not want this option. I do not need monthly bills sent to my home, the amount is the same currently for all three policies. I will continue to pay the monthly amount that I have been paying for over 15 years to this company, which all of a sudden has become a burden. They all want my money, but they also now want my money only in the fashion they want to accept my money. This is financial discrimination I am on budget and pay my bills according to how I get paid, which varies every month.

  

  Business Response

  Date: 04/02/2024

  We appreciate ******* sharing her concerns with us. Premium payments on a life policy can be made on a recurring basis with monthly, quarterly, semi-annual or annual Electronic Funds Transfer.We will also accept other payment methods (check, banking bill pay, credit card, etc.) on a quarterly, semi-annual or annual direct bill. Exceptions to these payment methods are no longer available or supported. We have previously discussed this with ******* and a supervisor will be reaching out to touch base with her again. 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21499971
  
  I am rejecting this response because: this does not resolve the issue. As a consumer I am paying for a product I can not pay as is financially allowable for myself. I am on a fixed budget. You want me to buy your product then change years later how I pay for this product now, not acceptable. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/19/2024

  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.

  A vehicle owned and insured by me (2014 ******* SF) was struck (on 3-9) by a motorist insured by Auto Owners (** policy #**********). The ** motorist was cited in the accident. After obtaining the Police Report, I contacted the assigned ** claims agent (*************************) on 3-12 and left a message including assigned ** case #***-014-2965-2024. After getting no reply, I left 2 additional messages during the week, and so far, no response.My vehicle is damaged, not completely roadworthy (parts may fall off), and the vehicle safety/integrity may be compromised. I am seeking **'s cooperation to get my vehicle repaired or replaced, and for me to be made financially whole.

  

  Business Response

  Date: 04/03/2024

  Thank you for the opportunity to respond to ****************** We regret we have not met ******************'s service expectations. We have recently reached out to gather information about the claim. The branch has responded to ****************** in writing and with an invitation to reach out to the branch with any additional concerns.