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

  
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  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:03/09/2024

  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.

  Insurance company refuses to pay claim on house fire after owner passes away. Insurance company and agent purposely stalled the claim hoping time would run out and they wouldn't have to pay the claim once they found out the owner had passed away. Very dirty tactics they used. Horrible company and agent.

  

  Business Response

  Date: 03/18/2024

  Thank you for the opportunity to respond to ****************** We attempted communication with the family on multiple occasions after the unfortunate circumstances occurred. We recently sent our position in writing on March 1, 2024. We have reached out in writing on March 13, 2024 to invite any questions about the letter and our position.

• Initial Complaint

  Date:03/06/2024

  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.

  Auto-Owners Insurance assessed our home and declared hail damage (roof/gutters/windows/wrapping/AC unit) after a storm. Their expert recommended window replacement on front bathroom window and rear bedroom along with wrapping on different windows. AO window estimate came back very low. They quoted an insert not a full frame window. Months later, they sent a second expert out and they gave an estimate on my livingroom. I tried to email and call to tell them the second estimate was on the wrong window. AO said they are not paying out anymore. I tried to have a second contractor get through to them and explain the situation. After 5 months, AO said the second expert did not find damage on the bedroom window but found damage on the livingroom window so the first estimate was null and void. I asked for documentation on this and they have not provided me with any documentation from their expert . The time frame for the work is almost up and I cannot get anywhere with this company. They give you lie after lie, week after week so they do not have to pay you for LKQ. If you value honesty and quality I would not recommend this insurance company especially not in *********, **.

  

  Business Response

  Date: 03/07/2024

  Thank you for bringing your concerns to our attention. We are in the process of reaching out to the estimator who visited your home to inquire about which windows were inspected. We apologize for any communication issues that *** have occurred during the handling of your claim.

• Initial Complaint

  Date:02/29/2024

  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.

  We had an adjuster come out to assess our roof and he originally had said full roof replacement and then he said he would cover half the roof and not even the side that is leaking, just the side with a few shingles missing. And he keeps depreciate the roof saying that its more then 20 years old even though he never asked us how old the roof was. By the time he did all of that, he was going to give us less then $1,000 for the entire roof. I feel like all the insurance group does is take money and not pay anything out. I made sure to tell them that I wanted full coverage and they said they would but they lied to me about the coverage.

  

  Business Response

  Date: 03/04/2024

  We appreciate ************** sharing his concerns with us.When a policy is written certain information is necessary, including items like building and roof age. The age of the roof was provided at the time the policy was written. However, if there are bills, invoices etc., that show the date of any roof replacement, we are happy to consider them. Our goal is to pay all that is owed based on the policy that is purchased. We will be reaching out to our insured to discuss his concerns, the claim, and the policy in detail.

  Customer Answer

  Date: 03/06/2024

  The adjuster said the roof is real old on my manufactured home and it is not. All it is a roof on top of another roof. It's leaking on one side and shingles missing from the other side. All I want is for the insurance company to cover at least 75% of 8,000 and stop depreciating the roof. This is why I have insurance in case something like this happens. All they do is take money and not want to put anything out.

  Customer Answer

  Date: 03/12/2024

  I have a letter that states the Auto Owners and the manager **** have tried to reach me. This is a lie if she or anyone else in the company have reached out they never left a message. This is a lie. She left me a message and I tried to call back so I have left voice mail after voice mail with these people. I believe this is fraud. They keep trying to send out the same guy that keeps trying to say that it's the original roof when I have proof that it is not original roof. I dont want him out here again I want someone else neutral, some one not affilated with him. I want 8000 dollars minus the 1000 deductible to replace my roof and if there is any other damage that occurs to the roof because I want them to pay for that as well because they are dragging the feet on this since September 2023.

  

  Business Response

  Date: 03/19/2024

  We appreciate the additional opportunity to respond. We determined depreciation of the roof based on the age and condition of the roof. We are open to reviewing any documentation showing the roof is newer than the age submitted with your policy application.

  Customer Answer

  Date: 03/20/2024

  It's not the original roof. Neither one of the roofs up there is the original one. I wasn't here 8 years ago. I have no way to show the actual age so please tell me how am I supposed to? I only want a settlement OR a new adjuster sent out to assess the roof. The neighbors have told me it's been replaced. How am I supposed to send a picture when they don't respond to any messages.

• Initial Complaint

  Date:02/28/2024

  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.

  had automobile accident involving road debris on 01/10/2024. car is in repair shop since that date. no action has been taken by the ins ** to either total the car or repair it. one month and three weeks with no decision is totally unacceptable. requested a rental car reeimbursement on 2/10/2024. was informed the ****** dollar check would be in the mail within 2 days. have not received said check. claims handler ************************* will not return calls or voice mail.

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to ************ Upon receiving the concerns, we reached out to the shop and the inspector to conclude the findings. We were able to reach a settlement with ************ and recently issued payment. We regret we didn't meet ************'s customer service expectations.

• Initial Complaint

  Date:02/28/2024

  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.

  Insurer continues to deny our auto claim of their insured, despite the Officer's ****** report states their insured "Unsafe Backing" from an angle parking. (Our insurance has placed 100% liability on the other driver). Auto-Onwers is relying solely on their driver's verbal statement she had backed out and was hit, in spite of the ****** report and location of our vehicle damage. Our vehicle has a Lexus Pre-collision/pedestrian safety system which would have braked our vehicle and our damage was not to the front, rather sustained primarily beginning the passenger front door/side mirror, continuing back to the rear quarter panel. Their insured damage was to the left rear bumper which would have the furthest exposed area into traffic when exiting angle parking , not on the right side of bumper if our vehicle would have hit their insured. Our insurance adjuster has submitted all our supplemental evidence, (photos of damage, location of accident), statements, etc. to Auto-Owners.I spoke again with the Auto-Owners adjuster again today, 28 Feb 2024, and adjuster continues to rely solely on their insured verbal statement and only suggest we hire an Accident Reconstructionist to overrule their insured verbal statement. Additionally, we do believe their insured has given congruent verbal states to each adjuster.We believe Auto-Owners is using a delay tactic to avoid a rental and diminished value claim to a 2023 Lexus ES with just over 3000 miles.

  

  Business Response

  Date: 03/05/2024

  We appreciate the opportunity to reply to ************. We are reviewing his concerns and will be reaching out to discuss the matter further, and obtain any additional information that *** be available.

• Initial Complaint

  Date:02/25/2024

  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 regarding an open claim with Auto Owners Insurance, claim ****************.Apparently, this claim is still open. However, our adjuster will not respond to emails or phone calls. We are the policy holder and very disappointed in Auto-Owner's inaction.We need help getting them to be responsive to our communication.

  

  Business Response

  Date: 03/04/2024

  Thank you for the opportunity to respond to ***********************. We are attempting to contact ******* to address his concerns. 

• Initial Complaint

  Date:02/22/2024

  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 10/06/2023, I found out that Auto-Owners paid ******** directly in the amount of $11,868.46 for my medical expenses from an accident that occurred on 12/10/2018. I originally requested the policy limits from the company on 6/13/2022 but I was told the case was settled and the funds had been distributed. Apparently, Auto-Owners gave funds to my attorney that I fired on 5/18/2022. I informed Auto-Owners that the attorney was fired on 5/24/2022. The attorney was required to return any funds they received back to Auto-Owners when they submitted their Notice of Intent to Withdraw along with their attorneys lien on 5/24/2022. Auto-Owners paid ******** directly on 5/23/2022. I was still being treated and never signed a release or settlement agreement. The case was dismissed without prejudice on 6/1/2022 and the motion to enforce the settlement memorandum was not granted as requested by the insurance company. I have not received any compensation for my additional medical expenses or pain and suffering. Before my right to refile suit expired on 11/30/2022, Auto-Owners claimed the funds were given to my former attorney. After 11/30/2022, Auto-Owners response to my continued requests for the policy limits were we paid all we are going to pay towards this claim. When I discovered that Auto-Owners made all the payments concerning my claim on 10/06/2023, I sent an email to their ******** Regional claims office but received no response. The latest response I received when I requested compensation for my additional medical expenses and pain and suffering was dated 1/19/2024 that said they would not reconsider the position they previously communicated to me. I did not voluntarily settle my case and I have not received any compensation. I am asking that Auto-Owners pay the policy limit of $500,000 and any additional excess policy limits as required by Georgia law.

  

  Business Response

  Date: 02/27/2024

  We have previously reviewed the concerns and responded to ***** S. *** directly. We regret ***** S. *** remains unsatisfied with the claim outcome.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21330350
  
  I am rejecting this response because:

  I have not received any compensation for my pain and suffering.  Please provide the information you need from me to pay my claim.  I shouldnt have to hire an attorney to get the policy limits for my case.  If I dont receive compensation for my additional medical expenses along with pain and suffering by 3/10/2024 I will have no other recourse than to file suit against *************************** for more than the policy limits.

  Sincerely,
  
  ***** ****, Jr.

• Initial Complaint

  Date:02/20/2024

  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.

  Auto owners insurance is trying to avoid from paying out my vehicle . There insurer was at fault she ran a stop sign and totaled my vehicle . My daughter that was 7 months pregnant at the time and granddaughter was injured with minor injuries and was taken to the hospital. My vehicle is totaled when I tried to file the claim they said I need to take a totally impaired vehicle out of the tow shop first which meant I would have to pay hundreds of dollars . When I called **** several times they were very rude and would not help me at all . Asked for the supervisor she has the same lady that was rude try to talk to me . They said they will not pay out the car value because its in the junk yard that I need to get it out . Well its junk ! I dont understand why they wont do there job and pay it out.

  

  Business Response

  Date: 02/22/2024

  Thank you for the opportunity to respond to **************** Since notice of this loss, we have attempted to obtain the location of the vehicle and permission to inspect. In October we sent a letter requesting the location of the vehicle and asked **************** to move her vehicle from the tow yard to mitigate her storage fees. Our goal is to be professional in our interactions with our customers. We regret Solina R. felt she was treated rudely. We have communicated with **************** to work toward a resolution.

• Initial Complaint

  Date:02/12/2024

  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.

  Ive recently been in contact with a claims agent because of an at fault accident I was involved in 9/26/2022. There was an open claim because of this claim auto owners raised our rates to from around $170/month for 3 vehicles to $306 for 2. Initially, while the individual exercised the claim it was obvious and acceptable to impose the increase. Ive checked back in on our claim and discovered that the party in need of chiropractic services is no longer using those services for over a year. When I asked the Auto Owners claims agent to please reach out to the individual I was told that it wasnt in the best interest of Auto Owners to try to reach out to get the claim closed. Not only is this the first accident reported for myself or my wife in over a decade, the negligence of Auto Owners to do their due diligence preventing us from getting rate comparisons from other providers. Theyve essentially hijacked our policy and refuse to do anything to attempt to get resolution for us. Whats more is that our newest bill reflects yet a $300 increase for the next 6 month term with no explanation. When Ive contacted Auto Owners, rather than claim responsibility for price gouging they tell me that my local agent writes the policy values. When I call my local agent they tell me that they write in the policy details but Auto Owners determines the price which they have increased on top of intentionally and admittedly avoiding resolution on our claim. This entire situation has been absolutely unethical and prevented us from moving on from this company.

  

  Business Response

  Date: 02/23/2024

  We regret to have received the negative comments from our insured. A person presenting an injury claim has until the statute of limitations ends to present that claim. We have been in contact with the injured party about resolving their claim, but ultimately they have to decide when to settle. We will otherwise be in touch with our insured to explain any premium adjustments.  

• Initial Complaint

  Date:02/06/2024

  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.

  ****** "****" ******** the owner of Cable Elite and ****************************** works for me installing fiber optic cable since 2015. ****** has multiple damages that "I" paid and his insurance company has not reimbursed me. It's been over 2 months and I have been extremely patient. All of the damages have been paid for by "Me" and no property or company should be paid again. I also submitted a claim in which one of his guys stole my Optical Time Domain Reflectometer tester (OTDR) and splicer, no one loses a tester- meter and splicer. This was denied because I said that he claims it was lost, but its hard for such a large piece of equipment to disappear.They also broke into his van which was on camera and stole other items.Do I need to contact NAIC as well?**************** *********************** ********** ***** 300-0788658-2023 ************************* Broken table **************** VineYard Apartments - ********* ****************** ********** *****

  

  Business Response

  Date: 02/07/2024

  Thank you for sharing these concerns with the claims in which you are involved.  Our local claims representative will be in contact to provide more information.