Business Profile

Insurance Companies

American Family Insurance

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Companies.

Complaints

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

Customer Complaints Summary

314 total complaints in the last 3 years.
100 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.

Initial Complaint
Date:06/16/2025
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 just found out that the homeowners policy written on our Condo was done incorrectly. We were issued a home policy and not a condo policy. After contacting American Family Insurance we were told that yes we were issued the wrong policy. We have been paying $1,600 per year when in fact a condo policy should have been at least $1,000 less per year. The ****************************** in ***********, Wi left us a phone message stating that we were issued the wrong policy and that they would correct their mistake but its our bad luck that we paid the wrong amount of money over the last 5 years. The agent that sold us the policy stated that it is not his problem that the wrong policy was written.
Business Response
Date: 06/17/2025
June 17, 2025

Better Business Bureau of WI

RE:
Complaint File Name: **** ******
Complaint ID: ********

Thank you for making us aware of the comments from **** ******. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to **** ****** by June 30, 2025.

To protect our customers' privacy, ********************************************************************************************************************. will not provide a copy of our response to the Better Business Bureau.

Sincerely,

Consumer Affairs Department
American Family Mutual Insurance Company, S.I.
*************************
Customer Answer
Date: 06/17/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

**** & ******* *****
Initial Complaint
Date:06/05/2025
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 are writing to file a formal complaint against American Family Insurance regarding an unresolved homeowners insurance claim, number *************. This claim was submitted after a ******* Fir tree fell on top of our home on February 13, 2025.Despite the urgent nature of this damage, which has rendered part of our home uninhabitable and forced us to live in our living room for nearly four months, there has been no meaningful action or progress from the company. We have been stuck in a frustrating cycle of unreturned calls and vague updates. Each conversation with a representative seems to contradict the last, turning this entire process into a game of telephone with no accountability or resolution in sight.Our repeated attempts to seek clarity and action have gone unanswered, and we are now left living in uncomfortable and unsafe conditions while still paying our premiums and honoring our policy obligations.We are requesting immediate assistance from the Better Business Bureau in facilitating a resolution to this claim. We believe we have been more than patient, and we are simply asking for the support, communication, and coverage that we were promised under our policy.We hope this complaint will help hold American Family Insurance accountable and lead to swift action to repair our home and restore our peace of mind.
Business Response
Date: 06/05/2025
June 5, 2025

BBB of Wisconsin

RE: Complaint File Name: ****** ******:

Thank you for making us aware of the comments from ****** ******. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ****** ****** as soon as possible, but no later than June 16, 2025.

To protect our customers privacy, ********************************************* will not provide a copy of our response to the Better Business Bureau.

Sincerely,

Consumer Affairs
American Family Mutual Insurance Company, S.I.
**********************************
Initial Complaint
Date:06/04/2025
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 am writing to formally file a complaint and voice my concerns regarding the handling of the above-referenced auto claim, which has now remained unresolved for over two years. I respectfully request that this letter be added to my claim/investigation file as part of the official record.During our recorded interview today, a number of troubling issues came to light, which I believe should have been addressed much earlier in the claims process. This ongoing situation has caused me considerable stress, and I firmly believe that any alleged irregularities are the responsibility of Speedy Cashnot me.For the record:I returned the check issued by American Family Insurance uncashed and unsigned.I have spent numerous hours attempting in good faith to resolve this issue directly with Speedy Cash.The vehicle was gifted to me, was fully paid off, and was titled solely in my name.I paid the insurance premium directly to American Family Insurancenot my spouse, **** *************** the time of the accident, the title was being held by Speedy Cash due to a title loan.The accident occurred in 2023, and the vehicle was later deemed totaled.A check was issued to three parties, which I believe contributed significantly to the confusion.Despite repeated requests, Speedy Cash has failed to provide the documentation Ive asked for.After more than 40 years as a loyal American Family Insurance customer, I take issue with being subjected to an investigation that intrudes into my personal and financial matters. I believe this is both inappropriate and unnecessary, particularly given the clear documentation and statements I have already provided.Please also refer to the following case details for further context:Claim Number: ************* Copart Title Express Reference Number: ******** I strongly urge American Family Insurance to refocus its investigation on the entities that have failed to provide documentation and transparencynamely, Speedy Cash.
Business Response
Date: 06/05/2025
June 5, 2025

BBB of Wisconsin
**********************
*******************

RE: Complaint File Name: Marche *******-******:

Thank you for making us aware of the comments from Marche *******-******. We are also in receipt of an internet complaint she filed with us directly. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to Marche *******-****** by June 13, 2025.

To protect our customers' privacy, ********************** will not provide a copy of our response to the Better Business Bureau.

Sincerely,

Consumer Affairs Department
American Family Insurance Company
**********************************
Initial Complaint
Date:06/03/2025
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.
American family insurance ************************************************************
Business Response
Date: 06/04/2025
June 4, 2025

BBB of Wisconsin

RE: Complaint File Name: ******* ****:

Thank you for making us aware of the comments from ******* ****. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ******* **** as soon as possible, but no later than June 13, 2025.

To protect our customers privacy, ********************************************* will not provide a copy of our response to the Better Business Bureau.

Sincerely,

Consumer Affairs
American Family Insurance Company
**********************************
Initial Complaint
Date:05/30/2025
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.
Husband hit a deer in Feb. and his car was deemed a total loss. March 7th we purchased a new car to replace the other car. March 8th I called American Family to add the new car to our policy and also add my newly licensed son to our policy. Son was not added correctly and I spoke directly with our agent on march 10th she was to assign my son to the car we only carry liability on. This change did not happen and I had to reach out again on March 21st and got the excuse there was an issue with their home office and they would call me back with the pricing change and update me in the issue that I could not see the policy info on one of the vehicles in their app. I asked what I needed to pay for April because that payment was due. I was told I would need to pay $42.05, which I paid on March 29th. and it took over 13 calls and over 7 emails between March and May to get our account corrected and each time they would have to make a correction I was billed their prorated amount. I have since cancelled due to the issues and just got a $168.46 bill they say is from the prorated fee (due to mistakes they made) from April! I rcvd a call on 3/31 letting me know my account was corrected (it was not) and that I would need to pay $283.04 for my April payment, which I paid on April 3rd. They then again did not have the issue with the policy I could not see resolved and again had to make adjustments to Add me to the policy, A policy that was mine to begin with and I added the other drivers/vehicles to? Due to having to again update the policy information to add me they expected me to pay another prorated fee, this time of $290.90, for May. As of May 2nd I had a different insurance and cancelled with American family once everything was all clear with our new homeowners insurance on May 13th. I paid the amounts I was billed and should not be responsible for paying more because they couldnt get things correct the first time. I want this $168.46 bill cancelled.
Business Response
Date: 06/02/2025
June 2, 2025

Better Business Bureau of WI

RE:
Complaint File Name: ****** ****
ID: ********

Thank you for making us aware of the comments from ****** ****. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ****** **** by June 13, 2025.

To protect our customers' privacy, ********************************************************************************************************************. will not provide a copy of our response to the Better Business Bureau.

Sincerely,

Consumer Affairs Department
American Family Mutual Insurance Company, S.I.
**********************************
Customer Answer
Date: 06/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear
After trying to contact American Family to discuss this issue with someone in the Management position I was continually told there was no one available for me to speak with and that I would receive a call from someone today 6/2/25. I never received this call. I paid the amounts I was billed each month and have emails showing what I was being billed and showing what I paid. The constant billing issues seem more like they were being done purposely in order for me to have to continually pay the prorated amount with is always a higher payment than the normal monthly amount which is fraud. If they had toadd me as second on my husbands policy why were they able to 1. Discuss this policy with me when I called. 2. Add me without his permission. 3. Call and text me regarding his accident. There is also the issue of the added coverage to his policy that was NOT approved to add by us. And my issue with finding out how much we paid for the *** coverage that we couldnt even use after the accident so essentially paid for it for nothing was also swept under the rug and never provided as requested multiple times. It should not take almost 3 months to simply add a vehicle and add a new driver to a policy and I should have already been listed in the existing policy as I am the one that called and added it. I should not be responsible for paying for the continuous mistakes made by your employees. If things would have been done appropriately the first time there would not have been so many changes or prorated fees and your company would not have lost a 15 year customer.
[Please type your response here.]

Regards,

****** ****
Business Response
Date: 06/03/2025
June 3, 2025

BBB of Wisconsin
**********************
*********, WI 53214

RE: Complaint File Name: ****** ****:

This is to acknowledge receipt of the additional comments from ****** ****. As stated previously, we will respond as soon as possible but no later than June 13, 2025. I understand this has been an ongoing issue however our department just became aware. Please allow us time to research your concerns and allow for a comprehensive response.

Again, to protect our customers' privacy, ****************************************************************************************************************, S.I. will not provide a copy of our response to the Better Business Bureau.

Sincerely,

***** ****
Associate Consumer Affairs Specialist
American Family Mutual Insurance Company, S.I.
*********************
**********************************
Initial Complaint
Date:05/28/2025
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.
Regarding the mishandling of our property damage claim, which has resulted in unreasonable delays, inadequate communication, and what we believe to be violations of fair claim handling standards under the States Unfair Claims Practices Act. In July 2024, our home sustained significant wind and hail damage. An initial field adjuster from AFICS, Mr. ****** verbally assessed the damage as exceeding $200,000 and indicated the claim would be escalated due to its complexity. However, weeks later, ***** provided a drastically reduced estimate of approximately $60,000 without any explanation for the discrepancy or the exclusion of multiple damaged items, including six windows with visible interior water damage. Subsequently, ***** denied coverage for these windows, citing an engineering report conducted nearly nine months after the storm. This report acknowledged that destructive testing would be necessary to determine the age or cause of the damage, yet no such testing was performed. There is no evidence to suggest the window damage preexisted the storm, rendering the denial unsupported by equitable or objective evidence. Furthermore, ***** has delayed approvals of estimates for damaged items they have agreed to cover, further prolonging our ability to begin repairs. Despite our repeated efforts to resolve these issues, ***** has failed to reevaluate the claim based on the lack of proper documentation. Instead, they have pressured us to pursue appraisal, a process that risks leaving us undercompensated, as hidden water damage may only become apparent during repairs. This approach appears to be an attempt to evade responsibility rather than a good-faith effort to settle the claim fairly. We believe AFICSs actions constitute unfair claim practices, including unreasonable delays, failure to provide transparent explanations, and reliance on inadequate investigations.
Business Response
Date: 05/29/2025
May 29, 2025

Better Business Bureau of Wisconsin

RE: Complaint File Name: ******* *****:

Thank you for making us aware of the comments from ******* *****. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ******* ***** by June 6, 2025.

To protect our customers' privacy, ****************************************************************************************************************, S.I. will not provide a copy of our response to the Better Business Bureau.

Sincerely,

American Family Consumer Affairs
**********************************
Customer Answer
Date: 05/29/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. American Family Insurance has personally responded to me via email saying they are reviewing my complaint and concerns of the mishandling of my claim.

Regards,

******* *****
Initial Complaint
Date:05/23/2025
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 an active home insurance claim from 01/22/2024 for a leak in the ceiling coming from water intrusion from my roof. On 03/28/24, we signed a lease for long term housing that was paid by the insurance from Coverage D in my policy. Coverage D covers additional living expenses such as rent and utilities since I'm still obligated to pay for my mortgage and utilities at my affected property. The problem I'm experiencing with Homesite/American Family Insurance is their constant delays on repairs done to my property. My coverage limit is set to expire on June 30th, 2025, forcing us to pay out of pocket for a rental home in the time being. From June 2024 to October 2024, there has not been any activity with my home in regards to repairs. I had to reach out to the insurance for a status update with repairs and expressed my concerns with rain in the forecast. By 11/07/24, permits were processed through the county by the contractor for the roof construction. On 01/15/25, the roof project was complete.Upon inspecting my property with my contractor after the roof construction, we noticed water intrusion coming from the walls. I started a new claim to make the insurance aware of the issue and they advised me that the new discovered damage would exist on the previous claim merging the two claims together. The merging of the two claim now prolongs the repair timeline and the insurance will not pay above the coverage limit. They have acknowledged that they were at fault for the delays and inactivity however, they did not provide a resolution. The option they gave to me was to move me and my family out of our current rental home and into a cheaper home to prolong our coverage limit. The other option was for me to pay out of pocket for a additional living expenses. I cannot afford to pay for two homes and the utilities for each. I've had to work with 8 various desk adjusters during the time of my claim. Even more recently, I was reassigned a new adjuster 05/19/25.
Business Response
Date: 05/27/2025
6000 American Parkway
*****************

May 27, 2025

*********************************************
Attn: ****** ********
****************************************************************************************

Re:
Regulator File Number:            23369282
Complainant name:                   ****** *********** *****

Dear ****** ********,

The above-mentioned complaint is related to a Homesite policy. ******** operates as a separate entity, and is responsible for all policy servicing, claim processing, and premium billing.Please forward this complaint to Homesite.

I am respectfully requesting that you remove this file from our companys assigned complaints to ensure that it will not be used in the calculation of our complaint ratio.

If after reviewing this matter, you determine the complaint belongs to one of our companies, please return it to my attention for immediate handling.

If you have any questions or concerns, please contact me directly at the number provided below.

Sincerely,

Consumer Affairs Department
E-mail: *************************
Customer Answer
Date: 06/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My current adjuster works for American Family Insurance and the previous adjusters assigned to this m claim all work for American Family Insurance. Their email is addressed as @*********, representing American Family Insurance. If this is a problem concerning Homesite, I suggest reaching out to them regarding my complaint.

Regards,

****** Christopher *********
Business Response
Date: 06/10/2025
Please see attached privacy letter.
Initial Complaint
Date:05/20/2025
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.
Hit a deer. The level of misinformation/lack of transparency is shocking for American Family. 1st was told they would pick up car on monday morning. This was Friday. An hour later received message picking up within the hour. Called corrected. Only to receive text asking how I liked where car was taken to. Sent me into tail spin about where car was. I wanted one shop was not given a chance to find out about availability was told they would take it one place to get estimate if they needed to move it could be moved. I agreed for it to go to *********. Now I want second opinion due to several reasons was told if I want second opinion and take car to my shop now I have to pay towing now that my car is 70 miles away. No one calls you they leave the body shop to update me. I asked for a supervisor today was told they wouldn't call me till tomorrow. I want a diminished value on the vehicle no one can tell me that. There is just 2400 hundred from totalling my car. I want to know what that will do to my value.
Business Response
Date: 05/21/2025
May 21, 2025

Better Business Bureau of Wi

RE:
Complaint File Name: ***** ******
Complaint ID: ********

Thank you for making us aware of the comments from ***** ******. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ***** ****** by June 4, 2025.

To protect our customers' privacy, ********************** will not provide a copy of our response to the Better Business Bureau.

Sincerely,

Consumer Affairs Department
American Family Insurance Company
*************************
Customer Answer
Date: 05/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I feel as If I need to reject this. How do I accept this resolution when it hasn't occurred and they have till June 4th? By then the complaint will be closed. My complaint in part has been the lack of communication I have received during this process. I asked for a manager to call me fairly early in the day they did not. When I reached out later to get vehicle moved was told the manager is aware of my issues and would call me back today instead of reaching out yesterday. Only reason I even know he supposedly plans to call is for the fact I tried to move my car elsewhere. I no longer have faith in American Family at this point. Will be moving all accounts when this is said and done.

Regards,

***** ******
Business Response
Date: 05/21/2025
May 21, 2025

BBB of Wisconsin

RE: Complaint File Name: ***** ******:

The attached follow up was received today. As previously stated, the appropriate department will research and address the concerns via our formal complaint investigation process. A response will be provided directly to ***** ****** as soon as possible, but no later than June 4, 2025.

Sincerely,

Consumer Affairs
American Family Insurance Company
**********************************
Initial Complaint
Date:05/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My vehicle was totaled out afterbeing hit by an uninsured driver.Americann family ins has since had copart pick upmy vehicle.I have also sent requested documents.The POA had to be redone and was resent the same day and the documents are still sitting in ****** even tho they furnished an over night label.DOESNT SEEM TO MATTER MUCH SINCE THEY HAVE A CAR AND CAN GET AROUND AND GET FOOD AND GO TO A PHARMACY HUH. They also requested a title which when you request a copy from AZ DMV they only provide a title summary. Meanwhile I have no car, no payment, and no way to get around or to the doctors. I am disabled and a ***************** recipient and a cancer patient .This is not ok and I will not tolerate this coming from them.I have alerted the az ag and will also alert the ftc.WHERE IS MY PAYMENT? WHY ARE MY DOCUMENTS STILL SITTING IN ******? YOU HAVE A PARTNERSHIP WITH ***** SO YOU NEED TO FIND OUT WHY YOUR OVERNINGHT SERVICE CANT GET YOUR DOCUMENTS TO YOU NEXT ****** THIS COMPLIANT?
Business Response
Date: 05/19/2025
May 19, 2025

Better Business Bureau of *********
**************************************************************************************

RE: Complaint File Name: **** *****:

Thank you for making us aware of the comments from **** *****. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to **** ***** as soon as possible but no later than March 30, 2025.

To protect our customers' privacy, ********************** will not provide a copy of our response to the Better Business Bureau.

Sincerely,

Consumer Affairs Department
American Family Insurance Company
**********************************
Customer Answer
Date: 05/19/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
That response is unacceptable if I didn't want the better Business bureau to know what was going on with this matter I wouldn't have opened the case with them nor would I have sent the complaint to the attorney general I am giving and have given the better Business bureau permission too involve themselves in this matter in an effort to get it resolved they have my permission to see any information and documents pertaining to this matter and myself and my account. I would like a copy of your response presented to the better Business bureau. To assure you are not trying to find a loophole to work around the issue. And I can also assure if we experience any sort of retaliation in response to our complaint we will seek legal counsel and contact doj.
[Please type your response here.]

Regards,

**** *****
Business Response
Date: 05/27/2025
May 27, 2025

Better Business Bureau of *********
**************************************************************************************

RE: Complaint File Name: **** *****:

Thank you for the additional correspondence from **** *****. As indicated in our prior correspondence, American Family Insurance Company was to provide a response directly to **** ***** by May 20, 2025. Contact was made with **** ***** on May 19, 2025, to discuss their concerns. American Family is also in receipt of a complaint filed with the ****************** of Insurance and a response will be sent directly to the Arizona Department of Insurance.

Thank you for your understanding.

Sincerely,

Consumer Affairs Department
American Family Insurance Company
**********************************
Customer Answer
Date: 05/28/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

THEY ARE FRAUDS AND OUT OF COMPLIANCE,THATS WHY THEY DONT WANT TO ANSWER.

Regards,

**** *****
Initial Complaint
Date:05/05/2025
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 a customer for over 40 years and until 2020 I had annual insurance payments of over ****** per year. During ****************************************** a ***** dollar claim with American Family. In July of 2024 they sent me a letter telling me they would not renew my home insurance. This was my reward for being a 40 year customer. I've still got about 16 policies with American Family. I have to decide if I will continue those policies or cancel all of them.
Business Response
Date: 05/05/2025
May 5, 2025

Better Business Bureau of *********
**************************************************************************************

RE: Complaint File Name: Del ******:

Thank you for making us aware of the comments from Del ******. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to Del ****** as soon as possible but no later than May 16, 2025.

To protect our customers' privacy, ****************************************************************************************************************, S.I. will not provide a copy of our response to the Better Business Bureau.

Sincerely,

Consumer Affairs Department
American Family Mutual Insurance Company, S.I.
**********************************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

American Family Insurance is NOT a BBB Accredited Business.