Complaints

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

close

Find a Location

American Family Insurance has 106 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  American Family Insurance

  6000 American Pkwy Madison, WI 53783-0001

• 

  American Family Insurance

  302 N Walbridge Ave Madison, WI 53714-1958

• 

  American Family Insurance

  W236N1402 Busse Rd Waukesha, WI 53188-1122

• 

  American Family Insurance

  225 N 45th St Phoenix, AZ 85034-1901

• 

  American Family Insurance Group - Headquarters

  6131 Blue Circle Dr Eden Prairie, MN 55343-9108

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:08/13/2022

  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 Insurance is not acting in good faith in dealing with my water damage claim. A valve broke connecting the hot water line with the dishwasher spraying water under the sink. The water accumulated throughout the kitchen, dining room, partial living room and poured out of 2 light fixtures in the basement damaging the ceiling, ceiling fixtures, and carpet. A mitigation team (Service Masters) was sent out within 4 hours contracted by American Family Insurance. They also documented everything with pictures and also took samples of the flooring. They set up over 20 fans and 5 dehumidifiers to try to dry out the house. This event happened on June 24th, 2022. An adjuster was assigned my claim and showed up on June 25th. This adjuster was not from ********* but was a traveling tornado/hailstorm agent. He wrote up the report, took samples of the wood flooring that was damaged along with carpet and pad. Once I received the report I requested an Itel report as they had standard carpet costs and no cost for wood flooring as well. I could not get contractors involved as they needed an accurate report. Itel report was requested around July 4th. The Itel report is a 48 hour turn around. I did not get the report until I threatened to get a lawyer and surprisingly enough I got the report 20 minutes later. I got the report July 26th.I paid out $200 for the plumber to show up on June 22nd to cap off the water line and the fixtures under the sink. I paid around $154 for electricity to run the fans and dehumidifiers. I spent hours mitigating water damage and moving items out of ***** way. I've lost an expensive ceiling light fixture, 6' x 9' wool rug that they refuse to update me on. I sent an email on the August 4th asking for an update with no avail. I forwarded that email to my insurance agent to forward it on to my claims agents boss to get resolve on August 10th. My agent replied that he did so and that I would hear back shortly. 3 days later still nothing.

  Business Response

  Date: 08/18/2022

  Response attached.

  Customer Answer

  Date: 08/18/2022

  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.
  
  Now lets address the following items listed above.The first item: Plumbing bill I was told my insurance company does not honor.The second item: WAS NOT ADDRESSED The third item: They refused to accept my documentation, stating that I could be lying in my data.Here is the data provided:I provided data from my electrical company that showed what my kWh usage was for the day prior to the claim(June 21st) through the Service Masters mitigation process and one day after the claim(July 4th). So the data provided dates are June21st thru July 4th .June 21st kWh was ***** and July 4th was ***** which I added and divided by 2 to give me the base value of ***** kWh on the average day. I deducted that number from each days number to show usage for Service Masters equipment with a total usage of ******* kWh @ my electricity rate of ***** per kWh for a balance of $154.89 June 21st ***** June 22nd ***** ***** = ****** June 23rd ****** ***** = ****** June 24th ****** ***** = ****** June 25th ****** ***** = ****** June 26th ****** ***** = ****** June 27th ****** ***** = 158.25 
  
  Regards,
  
  *************************

  Business Response

  Date: 08/30/2022

  Response attached

  The unaddressed item refers to the light fixture and rug. The consumer has submitted pricing for a comparable light and the estimate has been updated accordingly. Additionally, the consumer has been advised to provide a receipt or pricing information if the rug is unavailable for what has been allowed on the estimate. We will review this information for additional payment once received.The consumer had submitted a handwritten accounting of electrical costs in addition to the usage data. We requested copies of the bills from the month of the increased usage and two months prior for comparison. Once this documentation was received, payment was issued accordingly

  Customer Answer

  Date: 08/31/2022

  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.
  
  

  The issue regarding the ceiling light fixture has been resolved. The issue with the electricity amount has also been resolved.

  The rug issue has not been resolved as of today. I have been in contact with the rug manufacturing company and am now waiting to on information from ********. I was told I should hear back from them shortly after Labor Day.

  
  

  Regards,
  
  *************************

  Business Response

  Date: 09/08/2022

  Good afternoon,

   

  Attached is the follow up 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.
  
  I have been in contact with the rug company and am having a replacement rug ordered. Requested an invoice to submit. I could not get the same rug ordered as the factory flooded and lost all designs, files, and documents. Once I get the information I will provide the insurance company that information. Once it's been approved I will sign off of my complaint but not until then.
  
  Regards,
  
  *************************

  Business Response

  Date: 09/23/2022

  Document attached.  Update will be provided once rug invoice is received.

• Initial Complaint

  Date:08/09/2022

  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.

  The details of the complaint are too numerous to enumerate within a **** character limit. See the first attached document, BBB_*******_**_Complaint.doc, for a full description of the complaint.

  Business Response

  Date: 08/17/2022

  Good afternoon,

   

  Attached is the company's response to the complaint filed by **********************

   

  Sincerely,

  **************************;

  Consumer Affairs Advocate

  *************************

  Customer Answer

  Date: 08/17/2022

  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.
  
  [Please type your response here.]
  

  American Family's assertion that the secondary report from DOTec had not provided any observations, research or conclusions is totally false and inaccurate.  The report contained extensive weather data research, observations on the extent and nature of the damage, and clear, definitive conclusions.  For example, in their Statement of All Opinions Section, it states "It is my opinion based on education and experience that the damage on the building at ********************** was caused by hail event and the storm in between May 2017 and May 2022. These damages were also enhanced by the hail events that occurred on St. Louis County on June 09, 2021 sizing at an excess of **** inches. Evidence we observed, documented specifically; peripheral damage on metal surfaces like dents on Air Conditioning-condenser coils units, roof metal flashing, down spouts, weather veins, chimney caps and parapet flashings are proof of the evidence demonstrating damages due to a significant hailstorm and windstorm that prompted the need to remove and replace the damaged roof."  I could quote the entire report, but that has already been provided to American Family and the Better Business Bureau.  American Family's response is without any merit and contains only falsehoods.  The DOTec Engineering report provided all the necessary information that is necessary to approve my claim.  I take issue with every aspect of their response.  For the record, I have not yet received their August 12th written notice but I assume I will do so shortly.  Rest assured that American Family will be receiving written notice from my attorney shortly.
  
  *********************

  Business Response

  Date: 08/18/2022

  August 18, 2022
  
  
  
  
  BBB of *********
  

  10019 **************** 

   *********, **  53214

  
  
  RE: Complaint File Name: *********************:
  
  The attached complaint/inquiry was received today.  We are also in receipt of a ** *** complaint dated August 16, 2022.  Because we have received the *** complaint, we will no longer be responding to the complainant/BBB directly and our response will go to the ***.  Our response is due to the ** *** by September 5, 2022.  Please accept this as our final response to the BBB.
  
  Sincerely,
  
  
  
  *********************************
  Consumer Affairs Advocate
  American Family Insurance Company
  *********************
  *************************

• Initial Complaint

  Date:08/09/2022

  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 had a term life insurance policy for 20 years. Last Aug I called the office to find out what my coverage premium would be after the term expired. I called to talk to my agent **************** but never got a hold of him so his assistant **** asked if he could help me. I told him I needed to know the premium change when my policy termed and he told me it would approximately double. So I took him at his word . When it was about 2 months before the premium was to change I called again and did not got a hold of **************** to see what the exact premium would be and he told me it would be $318.30 (it had been *****). I told him that can't be correct and that **** had said approx. double current amount and he told me that **** was wrong and he had been fired. I feel since **** was employed by the company when I spoke to him, and was representing the company. the company should have to honor ****** statement to his client, me. I have since contacted American Family company and they sent me a letter apologizing for ****** error but that does me no good what so ever and this is a terrible way to treat a good customer of 20 years

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  
  RE: Complaint File Name: *************************:
  Complaint ID #: ********
  
  The attached complaint was received today. 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 issues presented by ************************* have been previously received by our company and reviewed. We have responded in writing to ************************* on two occasions, the last on June 27, 2022. Our position remains unchanged. If the customer remains unsatisfied with our position, they have the right to file grievance with the Division of Insurance.
  
  Respectfully,
  
  
  *******************
  Consumer Affairs Advocate
  American Family Life Insurance Company
  *************************
  *************************

• Initial Complaint

  Date:08/08/2022

  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'm a 21 year retired army veteran. We have american family for auto and home insurance. We filed a mold claim with them around the 1st week of July. Right off the bat the adjuster expected us to stay in the home and live with the mold as they said they hadn't approved us to stay in a hotel. Then we are told the insurance won't even cover to fix the source of the problem which is the ac ducts need to have ac duct wrapping. My husband is disabled and has respiratory and asthma issues and our 10 year old son so we went to a hotel anyway. Then american family pushed for us to used servpro to fix the problems. Right away serv pro damaged our floors, broke a ceiling fan and a light fixtures. ******** recon team after 2 weeks still had not even sent in an estimate so I complained to them about it and they abruptly got mad and decided not to finish the job at all. Now after being out of our home 1 month and away from our pets, we contacts covid from staying at the hotel american family put us in, and our home looks destroyed. No ceiling and fallen debri all over is how Servpro left it. The insurance company has left us high and dry telling us that it's all on us now to find someone to fix the mess and not to contact them until we find a company to do the repairs . I feel as american family needs to be held accountable for how they have treated us and because they pushed servpro on us to begin with. As a military veteran I'm completely disappointed with a company who claims to be all about helping veterans

  Business Response

  Date: 08/15/2022

  Good afternoon,

   

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

   

  Sincerely,

  ***************************

  Consumer Affairs Advocate

  *************************

• Initial Complaint

  Date:08/06/2022

  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.

  A client driver that was insured by American Family caused an accident that eventually totaled my vehicle. Accident was on 6/28/2022 and the driver as well as the witness and police report admitted fault of the AmFam driver. It took several days for AmFam to assume the responsibility, thus it was necessary for me to arrange towing service and ride back home with no assistance whatsoever. Quote was "do whatever you would do if we were not involved. " After more than 3 weeks, AmFam declared a total loss and instructed me to immediately return the rental vehicle. Now, after 3 more weeks, still no acceptable resolution. AmFam offered an inadequate amount and have refused to negotiate despite my submittal of many examples of much higher valuations. They have also refused to escalate within their organization. (I did receive a call from the claim's adjuster manager since I had complained on their website.)Now, they have decided their offer is final and sent a check to **** Credit (my lienholder) for more than the balance but less than the full offer. This is clearly their attempt to force me into submitting to their only offer. And, in the meantime, informed me that they are picking up my "totaled vehicle" from the auto body shop where it has been for the past month and a half. This is theft!

  Business Response

  Date: 08/08/2022

  August 8, 2022
  
  
  RE: Complaint File Name: *************************
  BBB ID: ********
  
  The attached complaint was received today. 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 presented by *************************. American Family has received a formal complaint from the Insurance Department. Therefore our response will be sent directly to the Department and ************************* may not receive a reply from our company.
  
  Sincerely,
  
  
  
  *******************
  Consumer Affairs Advocate
  American Family Insurance Company
  *********************
  *************************

  Customer Answer

  Date: 08/08/2022

  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.
  
  [Please type your response here.]

  It appears that American Family does not wish to settle this complaint at all.  I have supplied numerous comparable auto values to support my claim, but they ignore.  And now, they will no longer communicate directly with me. The only fortunate outcome, is that I will now have time to add my additional injury claims and mental anguish to the case. 

  I reject their response, as would anyone reading it, and wish to pursue. 
  
  Regards,
  
  *******************

  Business Response

  Date: 08/08/2022

  August 8, 2022
  
  
  RE: Complaint File Name: *************************:
  BBB ID: ********
  
  We have received the additional correspondence submitted by *************************. As previously stated, we will be responding to the Insurance Department.
  
  Respectfully,
  
  
  
  Consumer Affairs Department
  American Family Insurance Company
  *********************
  *************************

  Customer Answer

  Date: 08/12/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************