Business Profile

Insurance Companies

American Family Insurance

This business is NOT BBB Accredited.

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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:05/02/2025
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.
Claim Number # **-008245772 My house was flooded on October 24th. I claimed on 25th of October2024. I moved to a rental on November 7th. I stayed that long in my house because of work was not started yet. When they started working I realized wall and kitchen cabinets already molded. I did not complain or said anything at that time. I have 2 little kids. My house was done on 18th April2025. I thought I would be able to go back home the very next week. But something happened. I was gone for the whole week so I could not move. Then I talk to my adjuster **** *****. He asked me when can you move I told him next weekend which is May 10th and 11th. I mentioned him I need another month of rental payment as well. Then today he said I can not get another month of payments because it is not in my policy. I told him , he could tell me that before. But he said he thought my lease agreement will end on 30th April. I am sending you lease agreement every month how come you dont know when my lease will end? This is the last month of school how do I move during the week? If I would move to a rental on October 25th, so my lease would already expired in April 25th and you would pay me for that, right? Is this in my policy that after I claimed still I am staying in my home till the work will start and mold was built already. I did not say anything about that. But now you are telling me what is my policy. I asked him to give any contact info that I can talk about this, he said he doesnt know. This is not good policy. I stayed in my home till I could at that time(25th October to 6th November). You should know no one wants to stay out somewhere for no reason. I need my monthly rental.
Business Response
Date: 05/05/2025
May 5, 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 May 16, 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:04/30/2025
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.
I filed a hail damage claim 7/9/24 with my homeowners insurance AFI. My claim # *********** and my policy # ************. I was given a year to complete roof replacement. On April ****** I contacted *** claim department to get clarification as to the process to follow for the claim and the coverage amount. When I called *** I told them that ****** ******** from All Season Roofing was present as he would be the contractor we would hire for the roof repair. I wanted to understand the process as I was told on a prior call by *** that I needed to submit an estimate and have it approve by them prior to starting the work, which was incorrect. We were told I needed to hire the contractor and have the work completed and after that submit the final invoice. We also ask for clarification as to the total amount to be paid by ***. We were told it would all be covered minus the deductible to which Mr. ******** ask if the full amount of $20,387.12 was covered without depreciation deducted. The representative said no depreciation would be taken off. After the clarification I proceeded to sign the contract. We had our roof replaced and to my surprise AFI called me to inform me that I would receive a check for approx $26.17 as $9,103.53 was deducted for depreciation because the roof was over 15 years, leaving me a balance of $11,126.I contacted my assigned adjuster Sunjetta ********** from *** to what she explained that my policy was written to deduct depreciation amount. I ask that she please review the recorded phone call from April 7 in which I was told differently. On 4/24 **** ****** Sunjetta's manager contacted me and in detail explained my coverage which was different from what I was told 4/7. Mr. ****** said the call would be pulled and I would get a call back from ********. On 4/30 I received a lien notification for the outstanding balance $11,126 from All Season Roofing. I have a balance i cannot afford, Would *** been honest, I wouldn't have signed and had no work done.
Business Response
Date: 04/30/2025
April 30, 2025

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

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 May 9, 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:04/29/2025
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 was with American Family for auto and home insurance. I'm not sure why and I've checked my Spam folder but I was not getting payment due notices or late notices via email for my home insurance like I did for home insurance. Therefore, it was cancelled for non-payment. Because there were problems with payments before with this company, I became frustrated and just starting looking for insurance elsewhere, only to find out that the cost for insurance on my home has almost tripled with all insurance companies. This, I believe, is why they cancelled it - so that if I chose to reinstate it, they could profit from a much higher premium. I have had such a hard time getting insurance on my home because I'm being told it's either too old or because of the 2 month lapse. I have finally found insurance, but as I said, it's almost triple. American Family is now sending me a bill that has also been placed on my credit report for $70 because they claim that it was passed due 2 months but why didn't they cancel it effective the last full month that I was covered instead of letting it continue for almost 3 weeks without a payment? That's why that prorated bill is $70. I am a cancer patient on disability, barely making enough to pay my bills but I make it work, particularly because I don't want to have anything ruin my credit. I've worked hard to keep my credit score decent. I wouldn't be stupid enough to allow my credit score to be negatively effected by $70, especially if I was cancelled by them for non-payment. I've never heard tell of anyone being charged a fee when they were cancelled for nonpayment. All they have to do is change the last paid date of coverage so that it balances out to zero.
Business Response
Date: 04/30/2025
April 30, 2025

Better Business Bureau of WI

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 May 9, 2025.

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

Sincerely,

American Family Consumer Affairs
**********************************
Customer Answer
Date: 05/08/2025
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 received an email from them but they didn't really offer anything other than $20 off, which was for a bunch of ridiculous fees. However, they are acknowledging that they sent the past due bill via mail but not electronically and I am set up for paperless billing and I never found anything that was sent electronically. I even asked why were you sending my car insurance electronically but not the home and they haven't been able to answer that question. They even provided a breakdown of my payment history, and there has always been an issue with billing but they are trying to spin it as if I'm the problem because I'm missing payments. Two of those discrepancies that they mentioned were because they kept posting my homeowners insurance on my car insurance or vice versa. I'm sticking to my complaint that there is something seriously wrong with their billing system because I have never had this issue with another insurance company before. I believe they did it thinking I will reinstate it and would have almost 3 times the premium amount before and they wanted to benefit from the raise premium.

Regards,

****** *****
Business Response
Date: 05/09/2025
May 9, 2025

Better Business Bureau of WI

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

Thank you for making us aware of the additional comments from ****** *****. The complainant contacted American Standard Insurance Company of Ohio directly via email on May 6, 2025 as well. I have asked the appropriate department to continue to research the concerns and respond directly to ****** ***** as soon as possible, but no later than May 19, 2025.

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

Sincerely,

Consumer Affairs
American Standard Insurance Company of Ohio
**********************************
Initial Complaint
Date:04/29/2025
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.
Increased insurance premium substantially without notification. We have tried to reach them at least 8 times on 8 different dates to discuss the bill with no call back. Stopped at the office (during posted office hours) and no one was there. ************************
Business Response
Date: 04/30/2025
April 30, 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 the named insured on or before May 11, 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:04/28/2025
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.
Around April 16th my car was hit by one of American Family Insured drivers. It was parked in backwards. The driver hit my front end damaging my bumper and my horn/key noise. The impact caused my car to scoot over towards the wall. They were very good about accommodating me with a rental but now requesting I pay a $250 deposit for diagnostic to Gerber Collision for an issue that has happened after this accident. My car transmission is having issues and now they are not seeing how it is related so they insist I pay something I do not have. Im asking this issue to be resolved and the $250 be paid for my the insurance or waived . My car was backing up and working before this accident. Thank you.
Business Response
Date: 04/29/2025
April 29, 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 ****** ******** by May 8, 2025.

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

Sincerely,

******* A ********
Associate Consumer Affairs Specialist
American Standard Insurance Company of ****
*********************
**********************************
Initial Complaint
Date:04/28/2025
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.
I asked them to cancel my policy and they refused and billed me additional charges and are threatening to turn over to collections.
Business Response
Date: 04/28/2025
April 28, 2025

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

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

The attached complaint/inquiry was received today. The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us. Maintaining the confidentiality of this information is important to our company. Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers. Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the customer as soon as possible but no later than May 7, 2025.

Sincerely,

******* A ********
Associate Consumer Affairs Specialist
American Family Insurance Company
*********************
**********************************
Customer Answer
Date: 05/07/2025
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
American Family Insurance said that today was the latest date they would get back to me, it is past bussiness hours and they have not responded or honored their original intent to get back to me by May 7.
Regards,

***** ****** DVM
Business Response
Date: 05/08/2025
May 8, 2025

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

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

Thank you for making us aware you did not receive the response. Today, I forwarded the initial response, which was emailed on May 6, 2025, at 2:50 PM.

Sincerely,

******* A ********
Associate Consumer Affairs Specialist
American Family Insurance Company
*********************
**********************************
Business Response
Date: 05/12/2025
May 12, 2025
BBB of WIsconsin
**********************
*******************

RE: Complaint File Name: ***** ******:
I forwarded the initial response again to Mr. ****** on May 8, 2025. On May 9, 2025, we received a copy of Mr. ******** new carrier's Declaration Page. I am working with the agent to back cancel the policy, if appropriate. I will respond a final time to Mr. ****** by May 20, 2025.
The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us. Maintaining the confidentiality of this information is important to our company. Therefore, we are unable to send our response directly to you, the BBB.

Sincerely,

******* A ********
Associate Consumer Affairs Specialist
American Family Insurance Company
************
**********************************
Initial Complaint
Date:04/15/2025
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.
Business has failed to provide me with a COI that is critical for me to maintain my contract and my business. I have had this insurance with them for past few years and every year they mess up. This year is by far the worst. I have been requesting this information from the business for the past 4 months and I still do not have what I need to submit my contract.
Business Response
Date: 04/15/2025
April 15, 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 April 28, 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:04/11/2025
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 is refusing to settle a claim to pay for the damages to our car. We have video evidence showing 100% responsibility and statements from those responsible stating that they are 100% responsible for the claim. ****, the adjuster, is refusing to pay the claim. Policy number ************ and claim number *************. The claim has been reviewed, approved, and verified by others in their office, ****. However, ****, the adjuster , has apparently over-ridden the approval. This is our final attempt at getting this matter resolved before hiring an attorney and taking this to court. The evidence we have supports our claim fully.
Business Response
Date: 04/11/2025
April 11, 2025

BBB of Wisconsin

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

Thank you for making us aware of the comments from **** *****. American Family received similar comments from the Arizona Department of Insurance on April 9, 2025. A response will be provided to the Arizona Department of Insurance by their specified due date of April 30, 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:04/09/2025
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 had a crack in my windshield, I called my insurance company to get the claim to have the windshield replaced. I was told that they recommended Consumer Glass company. I made an appointment in advance told them what car I had, the vin number, and was specific that I had cameras. The company on the first visit ordered a generic windshield that wouldn't work with my cameras. I was told by American Family that I had to return to them or my warranty would be voided. I went back a second time. They again were unable to get my cameras to work. I was told by American Family to take it to ****** to get the cameras recalibrated and that they would send me a check for my out-of-pocket expenses. I had to pay ****** to find out that the original repair shop had in fact broken my camera. I can prove via my ****** app that my camera stopped working at the exact time they were working on it. I attempted to contact ***** ***** who was in charge of my claim. Who I spoke to on the friday before my monday repair. Only to find that he was on vacation for a week. I had to start the explanation over with a new person as I wasn't expecting to wait a week to get them to write a check. Seems ***** didn't tell the person who was covering for him while he was out that I would be contacting them for payment. I was told that American Family would send me a check for the almost ******* repair I now need as a result of the company they sent me to. Well weeks late neither check has arrived. I contacted **** who told me I would be getting the checks only to get a response from *****. ***** told me he sent the checks to the wrong address. Verifying that he sent the checks to my parents house. Even though at the beginning of this I was told by **** ******* that my address had been updated and my previous address was entirely removed from my account. I contacted my parents who said they never received any checks for me.
Business Response
Date: 04/10/2025
April 10, 2025

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

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

Thank you for making us aware of the additional comments from ****** *******. I have asked the appropriate department to research the concerns and respond directly to ****** ******* as soon as possible but no later than April 23, 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.
**********************************
Customer Answer
Date: 04/10/2025
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.

American family is in no way protecting my privacy. I wave my privacy, please respond here so the public can see that you are in fact doing nothing to resolve this issue. I have the emails telling me that you owe me the money. I have the emails telling me my address has been updated to my current address. I have so much correspondence from you when you want to send a bill or a policy update it always manages to arrive at the correct address yet for some reason checks always go to the wrong address. Stop trying to get out of paying what you owe and send the checks. I dont know why it takes an investigation. You admit you sent the checks to the wrong address that should be the end of the investigation. Reissue them and send them to the address you know when you want money from me.

Regards,

****** *******
Business Response
Date: 05/19/2025
We sent an email to the consumer directly.
Initial Complaint
Date:04/08/2025
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 went to American Family Insurance to pay for my house and car premiums as I had just switched to them. I wrote the check out for$544.98. They told *****, the agent, that they could not accept the check like that that it had to be two different checks. I wrote the one for $327.98 for three months for the house and the other check was for $217.00 for six months for the car. This was on Tuesday April 2. I got three letters from American Family on Monday, April 8th thanking me for my business. They had taken out $544.98 of my checking account after they said they could not accept the check if they could not accept that check then why did they take it out of my account?. The bank is going to file a disbute and put the money back into my account so I can pay my yorkie's vet bill that had major knee surgery. I called American Family in ********* but she said she was sorry that she could not help me that the bank had filed the disbute. Why does it take an insurance company so long to refund money that they had no business taking out to begin with? I am on fixed income.
Business Response
Date: 04/08/2025
April 8, 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 ****** ***** by April 17, 2025.

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

Sincerely,

Consumer Affairs
**********************************
Customer Answer
Date: 04/08/2025
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.

[Please type your response here.]
They should not have taken the money out of my checking account when they told my agent that I needed to write two checks.I need that money sooner to pay my yorkie's vet ****! They put me in a financial strain by taking money they was not entitled to. My bank should not have to put money in my account to make sure it's there for TJ's medical care! Please put it in sooner than that.
Regards,

****** *****

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American Family Insurance is NOT a BBB Accredited Business.