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Insurance Companies

American Family Insurance

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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.
99 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:09/23/2022
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.
American Family Mutual **** *** has laced my ***** Nexis with a false entry on my C.L.U.E. report.Delete policy #**D0-8318-01, ****************************. NOT MY NAME. Claim #************* DOL 5/14/2**2.I do not have your insurance EVER. ****************************, your client, was held liable and DELETE this illegal fraudulent account off my credit NOW!Please mail me a deletion letter today. FCRA
Business Response
Date: 09/26/2022
Good morning,

Attached is the response to the complaint filed.

Sincerely,
***************************
Consumer Affairs Advocate
*************************
Customer Answer
Date: 09/26/2022
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.
REJECT. NO LAW THAT ALLOWS INSURANCE COMPANY TO LACE VICTIMS< ME_WITH FALSE ENTRY ON ***** NEXIS CLUE CREDIT REPORT=CONSUMER FRAUD and INSURANCE FRAUD AGAINST ME THE VICTIM. DELETE FROM ALL MY CREDIT REPORTS INCLUDING ***** NEXIS > NEED A LETTER OF DELETION> NO LAW OR AGREEMENT WILL SUPPORT AFI POSITION>YOUR INSURED ************************* WAS HELD RESPONSIBLE & LEGALLY ACCOUNTABLE 100%. AND THIS ITEM IS RECORDED ON HIS CLUE REPORT, was it? DELETE IMMEDIATELY FROM ALL CRA'S, SEND LETTER OF DELETION> WILL REPORT FRAUD TO AZ ATTORNEY GENERAL AGAIN. AFI SCAMMERS.

Regards,

**** ***********************************
Initial Complaint
Date:09/21/2022
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 recently filed an insurance claim. American Family got back to me with a figure that is half what it should be. I requested information about their comparison vehicles/sites. The comparisons were SEL base models that did not have all the upgraded add-ons my Limited edition vehicle had to make matters worse the information provided was fraudulent it contained dealership names like **** a salvage in **********, **) with other dealerships phone numbers (****, ******) using false sales prices for still damaged vehicles quoted far below their actual sales price. The dealerships told me to contact lawyer that I was being scammed by insurance! I cannot afford insurance Im already being shorted by insurance company! There were additional deductions such as miss quoting the $500 deductible for that car to $1000, charging me for stain from towing company sitting leaking battery on floor mat, and lies about cracks in intact seat leather just to deduct even more money from settlement! Please Help!
Business Response
Date: 09/28/2022
Please see the attached response
Initial Complaint
Date:09/19/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a term life insurance policy in place that had automated payments in the amount of $34.30 for the past 20 years. My policy expired at the end of June, I was aware of this and was letting it expire. I noticed last week that American Family charged me $290.30 on 7/5/22, 8/3/22 and 9/6/22.According to AMFAM they sent the policy renewal information to me in the mail. They sent it to a address that I have not lived in for almost five years. They left a voicemail for me back in June but made no mention of renewing the policy or a premium change. They had my correct email address but never contacted me. I did not authorize the new premium amounts.
Business Response
Date: 09/20/2022
Good morning,

Attached is the company's response to the complaint filed.

Sincerely,
***************************
Consumer Affairs Advocate
*************************

Customer Answer
Date: 09/21/2022
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 spoke with AMFAM yesterday and I have been informed that they are refunding my money. Once I receive the refund I will let you know and you can close the complaint.

Regards,

*****************************
Business Response
Date: 09/21/2022
September 21, 2022

BBB of *********
Attn: *************************
10019 ****************
*********, ** 53214

Re:
Complainant name: *****************************
Company Name/NAIC number: American Family Life Insurance Company; NAIC Number 60399

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

American Family received the complaint submitted to your office. Privacy laws require us to protect the confidentiality of non-public information. American Family has worked directly with the complainant and their concerns have been resolved.

Sincerely,
*********************, Consumer Affairs Advocate
American Family Life Insurance Company
6000 American Parkway, *******, ** 53783
Phone: 1-800-MY AMFAM ***************), ext. 78931
E-mail: *************************

Customer Answer
Date: 09/29/2022
[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:08/28/2022
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.
Leak happened that affected kitchen and master bathroom and first floor flooring.April 2022 - resolve cost repair needed by insurance example $10k shower replacement to restore to original form - insurance estimated $3k which would only cover materials but no labor costs.Restoration of flooring- $6k-$7k to replace to original - insurance estimates $2k which doesnt even cover original cost for flooring materials or labor. We are concerned about mold issues (health) in flooring.We are in August 2022 and its almost 4 months with no kitchen no bathroom to use.AFI are not a reputable company and people should know AFI will not take care of their needs.We expect AFI cover all restoration costs of home back to original form. All we ask is a fair amount to be given.
Business Response
Date: 09/07/2022
Good afternoon,

Attached is the company's response to the complaint.

Sincerely,
***************************
Consumer Affairs Advocate
*************************
Initial Complaint
Date:08/27/2022
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 filed a claim with American Family Insurance because I recently experienced a water leak during middle of the night which caused my whole living, kitchen and bathroom to be flooded. Let me just say this, AMERICAN FAMILY ADJUSTERS HAVE NO EMPATHY!!! My **** got affected as it was right where the damage occurred. I have been dealing with the mitigation company to dry out the moisture (93 degree in the house) and they are helping me to explain the damages to adjuster as well. But my adjuster ************************* has became really difficult to work with. When I first informed him my **** being effected, he asked me to get a diagnostic done to confirm the water damage. So, I called the professional **** company to get my diagnostic done and they confirmed the water damage that caused the everything inside to get wet & fried. Upon reviewing the diagnostic report, my adjuster wanted to investigate more by verifying it with Servicemaster (mitigation company) and they also provided proof of damage that caused the **** to not work anymore. I have been dealing with this 93 degrees weather in my house with no AC for over week while ******* investigate after he has been given multiple proof of this damage by the **** and Mitigation company. I have two sick family members who has high blood pressure and dimentia and it has became hazardous to live in this home while we are dealing this crazy situation and ******* has shown ZERO empathy or support and putting my family in hazardous position. When I asked him about providing us with temporary stay/hotel/Airbnb until he investigates but he has declined that as well. Now my house is torn apart with no AC going into a week and I am getting no support from Adjuster to handle this situation in the right. Please AMERICAN FAMILY HELP YOUR CUSTOMERS! This has been hectic experiences I have ever been where I have NO AC for over a week and I cant even get proper support from my insurer
Business Response
Date: 09/01/2022
*************************,

Please find the attached response.

Thank you,
*******************************
Consumer Affairs Advocate
Initial Complaint
Date:08/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/15/22, A car that was insured by American Family Insurance, crossed into oncoming traffic and caused a head on collision with me. I submitted my dashcam footage to show what happened. They offered to get me a rental car while my car was being repaired, as their party was at fault. As I drove out of the lot of *********** ********** called me and informed me authorization had been pulled by American Family Insurance. American Family Insurance informed me that they believe they have policy limit issues and I will have to attempt to be reimbursed for the rental. I explained that I cannot afford a rental car, but I need one to get to work. They told me they wouldn't help me, even after admitting fault to the collision.
Business Response
Date: 08/26/2022
Good afternoon,

Attached is the company's response to the complaint filed.

Sincerely,
***************************
Consumer Affairs Advocate
*************************
Initial Complaint
Date:08/23/2022
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 is denying coverage to repair damages that occurred from a water leak. The line from to the kitchen sink to the dishwasher sprung a leak. We want them to approve coverage for claim #***********-01. Property owners: ***** and ***********************. Property address: *************************************************************************. This complaint is filed by *********************, who has power of attorney for *****, who has dementia.No one was living in the unit at the time, but it was fully furnished and filled with personal effects. We were going to the condo about weekly to clean up, and go through the personal effects. On June 24th, 2022, ***** and ****** visited the condo to do a bit of cleaning. At the time there was no water leaking. The A/C unit upstairs was not blowing cool, so they shut it off to prevent further damage to the unit until they could get an A/C repairperson in to fix it. This caused the condo to be very warm. On July 5, 2022, we received a call from the ******** Police that water was reported leaking through the exterior wall. Police entered the unit and turned off the water. There was about 3/4" of an inch of standing water, walls were wet and there was mold a ways up the walls (due likely to warmth of the unit). We filed the claim with American Family for personal property and improvements, and with the *** for the damage to the building. The ***'s insurance covered the claim no problems, but American Family is denying (see uploaded denial letter). Several claims adjusters (colleagues of the ***'s contractor) were asked if they would cover the claim and they all said yes- they would definitely consider the damage to be "sudden and accidental". We feel it fair that American Family cover this claim. Photos taken by claims adjuster are uploaded.The ***'s contractor, *********************** w/ ******** Builders, spoke with Am. Fam's claims adjuster, *****************************, and with ************************ supervisor, ************************* - both refused to change their decision
Business Response
Date: 08/31/2022
Response from American Family Mutual Insurance Company, S.I.
Customer Answer
Date: 09/02/2022
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.

American Family is continuing to deny our claim on the basis that the water damage was "consistent with long term exposure to moisture and water". We have repeatedly stated that this water damage was sustained after just a short period of less than two weeks. We were at the residence on Friday, June 24, 2022. There was no water damage at that time, nor was there any water leaking. The time elapsed between that visit and when police called to report water on July 5th was only 11 days.

Regards,

*********************
Business Response
Date: 09/09/2022
Good afternoon,

Attached is the company's response to the rejection.

Sincerely,
***************************
Consumer Affairs Advocate
*************************
Customer Answer
Date: 09/12/2022
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.

As mentioned previously, we had been in the condo less than two weeks before the water was reported, and there was no water leak at that time. The mold damage could have been accelerated because the temperature in the condo was quite warm. The upstairs A/C unit was not blowing cold, so we turned it off until we could get a repair person out to the unit. Higher temperatures and higher humidity accelerate mold growth.

Regards,

*********************
Initial Complaint
Date:08/19/2022
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 claim weeks ago for a roof repair on our home in ********. Since the damaged occurred while under American Family Insurance - They agreed to cover the roof repair - ****** dollars. We were told over a week ago that a check was on its way to our new address. Nothing. We have reached out to our claims adjust every day and always get a voicemail with no returned calls. We still don't have a check and need that to move on with the purchase of a new home. The lack of communication is the worst part. We get the mail system can be slow but they should be able to track a check for that amount with ease. Horrible customer service, aside from the live chat - which was a great experience.
Business Response
Date: 08/25/2022
Response attached.
Initial Complaint
Date:08/17/2022
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.
I was in an auto accident 4/29/2022 in which I was determined not to be at fault. Claim#*********** w/American Family Insurance. Since the date of loss was declared 5/26/2022 I have been awaiting the total loss check to be issued to my bank Azura to pay off the totaled 2019 ******* Elantra in the amount of $19,927.06.On 6/1/2022 - I was instructed by American Family Insurance to reach out to Copart Auto Auctions located at ******************************************************************** to handle the title process so that they can release payment to my bank. Which was later established an error because the vehicle was financed and needed to be registered with ******.From 6/1-8/11/2022 I have been getting the run around from Copart Auto Auctions and American Family Insurance to issue the check to ********** to close out my auto loan.7/28/2022 Copart stated that the check was sent to ********** and will take **** business days before they receive it.8/9/2022 followed up with Copart because ********** stated they have not received payment.8/11/2022 followed back up with Copart who then stated the check was mailed on 7/26/2022 and shouldn't take longer than 4 business days until its received by the bank. 8/11 received a deliquent payment notice by ********** for non payment for auto loan.8/15/2022 American Family gave check#********** to reference to **********.8/16/2022 called ********** who have not received the check from American Family Insurance.8/17/2022 reached back out to American Family Insurance who stated that they will research check#********* and may have to reissue a check or send an EFT payment for $19,927.06 to ********** if they cannot locate the payment.
Business Response
Date: 08/23/2022
Good afternoon,

Attached is the company response to the complaint filed.

Sincerely,
***************************
Consumer Affairs Advocate
*************************
Initial Complaint
Date:08/16/2022
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 had recently quoted *********************************, one of the agents for my rental property. I am happy with the quote and I told her to move forward with the quote on 7/29. However, I never heard back from her again. I made a few follow-up calls and left voice messages in the following week. As a working mum with 2 small kids, I have way too many things to prepare for their school opens and I forgot to call her again in the second week. When I realized she didn't respond it has already past the deadline. My house's insurance expired on 8/12, and I called her again on 8/15, finally reached out to one of her colleagues, and he told me we can't proceed with the quote since there's a gap. It has only passed 2 days and I already called and emailed her several times. If I knew she could be that irresponsible I won't select her in the first place. Now I have to re-quote, and because of the gap I will be rejected by many companies with reasonable prices. Great attitude to your work!
Business Response
Date: 08/17/2022
Please find American Family's attached response.

Thank you,

*******************************
Consumer Affairs Advocate

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