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

315 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:03/20/2025
Type:Order 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 BEEN WITH AMERICAN FAMILY OVER A YEAR AND MY PRENIUM HAS GONE UP THREE TIMES THIS IS HORRIBLE. WHEN I SIGN UP WITH AMERICAN FAMILY I WAS QUOTED ONE PRICE I ALSO SIGNED UP FOR THE DRIVE MY WAY SHORTLY AFTER I WAS TOLD MY POLICY WAS INCREASING BECAUSE OF MY DRIVING WITCH I KNOW ISNT TRUE BECAUSE I NEVER HAD A TICKET DUE TO MY DRIVING I ALSO I TEACH INDIVIDUALS HOW TO DRIVE WITH THE HIGHWAY PATROL I ALSO HOLD A CLASS CDL LICENSE I HAVE AN ACCIDENT ON MY RECORD THAT I WASNT INVOLVED IN BUT IT HURTS MY INSURANCE RATE. MY CONCERN IS I WAS BILLED 157 FOR FEBRUARY AND NOW FOR MARCH ITS ****** NEVER RECEIVED A LETTER OR NO DETAILS ABOUT THIS CHANGE SO THEREFORE I CANT AFFORD THIS AMOUNT AND IM NOT PAYING IT AND IF IT GOES ON MY CREDIT REPORT I WILL FIGHT THIS IN SMALL CLAIM COURT I KNOW EVERYTHING GOING UP BUT FROM 560 SOMETHING TO ****** IT TOTALLY UNACCEPTABLE MY DRIVING RECORDS IS EXCELLENT WHY DO AMERICAN FAMILY KEEPING GOING UP ON MY PRENIUM. IT WENT FROM 563 TO 667 NOW 777 THIS COMPANY CAN CANCEL ME BECAUSE I CANT PAY THIS
Business Response
Date: 03/21/2025
March 21, 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 April 1, 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:03/14/2025
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.
[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,

******* *******
y found their error and backdated the $57 fee to the June 2020 start date. They gave me a refund on 11/21/2020, upon my termination of the account. I can't verify these dates because they are owned by *****. /***** also needs to verify if they sent me any bills for this $57.70. So far no response from them. I used that money five years ago. My goal is the get the $57 waived, I was a customer for 20 years. They didn't bill me for five years. It also sounds like they backdated the multicar discount, their fault because one agent managed all three of my vehicles, and they also issued a refund upon my termination of the plan. Why send a $100.99 refund when they say I owed $57.70.Thanks ***** customer service agents working on this ***************************** ***************************
Business Response
Date: 03/17/2025
March 17, 2025

Better Business Bureau

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 March 24, 2025.

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

Sincerely,

American Family Consumer Affairs
**********************************
Initial Complaint
Date:03/12/2025
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.
Im writing today because American Family insurance is a scam. I was driving minding my own business through a green light and a young 21 year old insured by American Family Auto insurance, switched two lanes abruptly and rammed right into my car/the lane I was in (3rd lane) Feb 5 2025. Im appalled because the lane to the left of me was a turning lane, there were cars in the back of me, American family insurance only wants to pay 70% damages done to my car (the total is roughly $8500)How come I would have to pay anything at all you ask? Apparently they said I couldve evaded the accident and Im 30% at fault! It was a green light, cars all around me, I have no idea how I would have been able to evade it??? Teleport???? I had my newborn and 4 yr old in the car, if he had been going faster my window wouldve busted, breaking glass all over my baby. I will not accept. ******** ******* the desk adjuster and auto investigator is refusing to budge from 70%. 100% should be provided as the at fault driver hit me from the side admitting he was at fault whilst we pulled over.
Business Response
Date: 03/12/2025
March 12, 2025

Better Business Bureau of WI

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

Thank you for making us aware of the comments from ******* Dzeko. 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 ******* Dzeko or their legal representative by March 26, 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:03/11/2025
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.
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,

**** ****
Business Response
Date: 03/12/2025
March 12, 2025

BBB of Wisconsin

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

The attached complaint was received today. We previously received a complaint, BBB file ********, on February 10, 2025, expressing similar concerns. A response was provided directly to **** **** on February 13, 2025, addressing these concerns. To protect our customer's privacy, a copy of that response will not be provided to you.

Sincerely,

Associate Consumer Affairs Specialist
American Family Insurance Company
**********************************
Customer Answer
Date: 03/14/2025
here email i got 11/13/2024
Business Response
Date: 03/19/2025
March 19, 2025

BBB of Wisconsin

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

Thank you for making us aware of the additional comments from **** ****. It is a company goal to provide the best possible service to our customers. A response will be provided directly to **** **** as soon as possible, but no later than March 28, 2025. To protect our customer's privacy, you will not receive a copy of the response.

Sincerely,

Consumer Affairs
American Family Insurance Company
**********************************
Customer Answer
Date: 03/16/2025
never recieved refund check my bank statements where checked nothing from american family in any amount recieved
Initial Complaint
Date:03/03/2025
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.
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 did not receive an answer to the requests that I made. I have no idea who ****** ******* is. [Please type your response here.]

Regards,

**** Jo ******* After waiting for quite some time with no one picking up, I hung up and decied to call again, hoping to get someone who could actually help me. This was on Thursday, Feb 13 or Friday,February 14. The person I talked with coudn't tell me if/when the proxy materials were mailed but would have them "expedited" to me; I should receive by end of the following week if not sooner. Monday was a holiday so I expected to wait until end of week or February 21. It is now March 2 - nothing. I've never received anything from my initial request so I question if that request was ever filled. I've never received materials after my second request - "expedited obviously means nothing so I 'm questioning again if that request was ever filled.The proxies had to be received by February 27 for votes to be counted - too late; I was prevented from voting.I want to know, for each request, were proxies ever placed in the mail, what date, to what address. If mailed, a tracer placed on each.
Business Response
Date: 03/03/2025

March 3, 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 **** ** ****************** 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.
**********************************
Business Response
Date: 03/04/2025
March 4, 2025

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

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

Thank you for the additional correspondence from **** ** ******** My sincerest apologizes for having an incorrect name in the first reply. The concerns were forwarded to the appropriate business area for review and response. As indicated in our prior correspondence, American Family Mutual Insurance Company, S.I. will provide a response directly to **** ** *******

Thank you for your understanding.

Sincerely,

Consumer Affairs Department
American Family Mutual Insurance Company, S.I.
**********************************
Customer Answer
Date: 03/04/2025
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'm still waiting for a reply that addresses my concerns and answers my requests. The delay is inexcusable and raises serious questions about the integrity of your business and your interest in customer service. It's appalling that you can't even get a correct name attached to a complaint. [Please type your response here.]

Regards,

**** Jo *******
Business Response
Date: 03/04/2025
March 4, 2025

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

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

Thank you for the additional correspondence from **** ** ******** As previously advised, the incorrect name was an error which I apologize for, and it will not happen again. The concerns presented in the initial correspondence are being reviewed and will be addressed in a response that will be sent directly to **** ** ******** Due to privacy, a response will not be provided to the Better Business Bureau.

Sincerely,

Consumer Affairs Department
American Family Mutual Insurance Company, S.I.
**********************************
Customer Answer
Date: 03/04/2025
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.

You've done absolutely nothing to resolve anything but play games. ANSWER MY COMPLAINT.

Regards,

**** Jo *******
Business Response
Date: 03/05/2025
March 5, 2025

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

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

Thank you for the additional correspondence from **** ** ******** I apologize if the customer feels as though their concerns are not being addressed. However, the concerns were forwarded to the appropriate business area for review and response. As previously stated, due to the privacy of our customers, a response will be sent directly to **** ** ******* once the concerns are reviewed. A response will not be sent to the Better Business Bureau.

Thank you for your understanding.

Sincerely,

Consumer Affairs Department
American Family Mutual Insurance Company, S.I.
**********************************
Customer Answer
Date: 03/06/2025
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.

And what, pray tell, is the "appropriate business area?" And who/what is the next "appropriate business area? And who's next in the lineup after that? I expect an answer to each question.
It appears that you have no honest interest in replying but are simply passing my complaint on to whomever. You'll just drag this on, hoping that I'll stop pursuing - not the case. There are other avenues.

Regards,

**** Jo ***********
Business Response
Date: 03/11/2025
March 11, 2025

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

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

Thank you for the additional correspondence from **** ** ******** A response was sent directly to **** ** ******* today, March 11, 2025.

Sincerely,

Consumer Affairs Department
American Family Mutual Insurance Company, S.I.
**********************************
Initial Complaint
Date:02/24/2025
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.
Denial of my claim twice. By my insurance company. American Family Insurance. I have these coverages. Umbrella, Hail and mold, Hidden and Extended and Landlord. And this is not a maintenance issue as they are trying to say. The company covered my house with all these coverages before this ocurred, On August 23, 2024. I heard a loud noise outside on my front yard. I came upstairs, opened my front door and saw a small tornado in my front yard and also hail coming down out there. I reported this to my insurance right away, the next day Saturday I called Advanced Restauration to look at my house. ***** came out, He looked at the outside and the inside of the apt. that was empty upstairs. I was wanting a price to paint the walls from the previous tenant and possibly having Advanced clean the place. That I decided to do myself after. When ***** looked at the windows, they would not open. I thought that was odd because they were not like that before the storm. So, after that they sent other men to look at the house, I was told by one guy that I had Masonite siding. And to look it up, there was a International Lawsuit on this siding from 1998 to 2014. The mold is on the inside wall of the siding. There may still be Lawyers out there that are reopening claims for people going threw this. I need help. I live in the basement and it's illegal to rent the upstairs like this. I have not been able to rent since Aug. 23, 2024.And that has been a big part of our income to survive. I am 70 years old, a single mother with disabilities as my son that is 33 who does live with me & also has a disability & gets Food Stamps. This has been a nightmare. And now I have to also have a knee replacement March *******. We are very **********. I get Social Security. Please help. ******* restauration wants $46,000 to repair the house and that price may go up the longer it takes. **************** ******* ************ Thank You
Business Response
Date: 02/25/2025
February 25, 2025

Better Business Bureau of WI
Attn: ****** B

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 March 7, 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:02/24/2025
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 filing this complaint regarding the handling of my auto insurance claim with American Family Insurance concerning an accident that occurred on February 2, 2025, involving Ms. ********* ******. The claim has been unfairly assessed, and despite providing clear and consistent evidence, the insurer has failed to make a proper liability determination.From the beginning, I have statedboth in my initial online claim and verbal statementthat my vehicle was parked at the time of impact. I had reversed approximately an inch when I noticed Ms. ****** backing up. I immediately placed my car in park and remained stationary. Despite this, she continued reversing and struck my **********. ****** admitted fault at the scene, yet the insurance company is wrongly suggesting that I was moving at the time of impact, which is incorrect. Their decision appears to be based on an inaccurate interpretation of events rather than the factual evidence I provided.I have attempted to resolve this matter directly with the insurer, requesting a reassessment, but my concerns have not been properly addressed. As a result, I am seeking the intervention of the Insurance Commissioner to ensure that my claim is handled fairly and in accordance with proper insurance standards.
Business Response
Date: 02/24/2025
February 24, 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 March 5, 2025. A complaint from the Wisconsin Office of the Commissioner of Insurance (***) was also received today, February 24, 2025. A response will also be provided directly to the *** by their specified due date.

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:02/17/2025
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.
I am extremely frustrated with the customer service provided by **********************. I have never encountered such a disregard for customer service.I signed up for ********************** coverage for two properties and provided all required information for electronic payments. Despite this, I received repeated payment notices, even though my credit card details were on file. From the very first month, I have had ongoing billing issues. I have called and texted more than ten times to resolve the matter, even providing a copy of check, yet the problem worsened each month.Despite my repeated efforts, American Family Insurance failed to address the issue. No customer should be asked to pay twice for the same month, yet that is exactly what I experienced. To prevent a lapse in coverage, I switched to another insurance provider effective December 1st/2024. However, without notifying me or providing any status update, American Family Insurance transferred my account to a credit collection service.I have proof of coverage from my new insurer and evidence that I fulfilled my payment obligations. I demand an immediate correction of this error, a formal apology, and a reimbursement of the $170.59 I was forced to pay to the collection agency. Please address this matter as soon as possible to avoid further escalation.I expect a prompt response.Regards,Dr. ***** Atraga
Business Response
Date: 02/18/2025
February 18, 2025

Better Business Bureau of WI

RE: Complaint File Name: Cheru Atraga:

Thank you for making us aware of the comments from Cheru Atraga. 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 Cheru Atraga by March 4, 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 Department
American Standard Insurance Company of ****
**********************************
Initial Complaint
Date:02/07/2025
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.
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 here.

I will wait to close out the complaint until an American Family *** contacts me.

Regards,

****** ****
Business Response
Date: 02/10/2025
February 10, 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 ****** **** on or before February 21, 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:02/04/2025
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.
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.]
A two week turn around time when I have a car that isnt fixed right is unacceptable. I bought the car with these safety features I expect them to be operable when my insurance company literally picked the place that did the repair. Seems to me they are dragging their feet hoping to wear me down so I just return to the same repair shop, pay the extra and accept their terrible customer service.

Regards,

****** *******
twice. They didnt offer to compensate me for taking a second day out of my life or even offer a rental so it wouldnt cost me more money. They are making double and expect me to pay extra for their mistake. I called American family to make sure they didnt pay them as the job wasnt done and was told they had already paid them. I told them that as a result of them thinking wasting my time was something to chuckle about I wanted to go some place else to have the work done properly. This is when they sent me to safe lite, I dont pay safe lite, Im not a customer of theirs as such they have no interest in solving my problem. Just sending me back to the same shop because its their affiliate. I dont understand why Im paying for American family if Im not going to get serviced by that company. If American family cant rectify this situation its not safe lite that will lose the customer its *********************************************, that will lose my business
Business Response
Date: 02/05/2025
February 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 ****** ******* by February 18, 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.
**********************************
Business Response
Date: 02/10/2025
February 10, 2025

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

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

Thank you for the additional correspondence from ****** *******. As indicated in our prior correspondence, American Family Mutual Insurance Company, S.I. will provide a response directly to ****** ******* as soon as possible but no later than February 18, 2025, as time to review the concerns and claim file is required.

Thank you for your understanding.

Sincerely,

Consumer Affairs Department
American Family Mutual Insurance Company, S.I.
**********************************
Customer Answer
Date: 02/27/2025
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 had me return to the same shop a second time. The replaced my windshield again and again we unable to calibrate the cameras. They now have told me I need to go to ****** to have the cameras calibrated and that I will have to pay out of pocket and they will reimburse me for the repair. Sadly with my schedule and the dealership schedule I wont be able to get in until 3/17/2025. As well in speaking to the dealership they seem very confident that this is an aftermarket windshield and it wont be able to be calibrated. So it looks as if a month later Im still in the exact same position I was before. No repair, no answer, and probably still have the wrong windshield in my car. It seems very clear that listening to American family and going to their recommended shop only benefits them not the customer.

Regards,

****** *******
Business Response
Date: 02/28/2025
February 28, 2025

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

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

Thank you for the additional correspondence from ****** *******. 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.

American Family Mutual Insurance Company, S.I. will provide a response directly to ****** ******* as soon as possible but no later than March 7, 2025, as time to review the additional concerns and claim file is required.

Thank you for your understanding.

Sincerely,

Consumer Affairs Department
American Family Mutual Insurance Company, S.I.
**********************************
Customer Answer
Date: 03/07/2025
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 below.

They havent sent any correspondence to me so I guess its so confidential that I am not allowed to know what it is either. Fact is I havent had a claim with them in almost **************************************************************************************************************************************************************************************************** network shop and their repair they have done nothing to take any accountability. I now am forced to take yet a third day off work to resolve this issue come out of pocket and pay for the repair myself then wait for American Family to reimburse me. Looking at their behavior, recognizing that my agent never responded to me, nor would American Family had I not filed this complaint I am unsure that I will ever get that money back. This is completely unacceptable behavior for an insurance company.

Regards,

****** *******
Customer Answer
Date: 03/07/2025
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 below.

They havent sent any correspondence to me so I guess its so confidential that I am not allowed to know what it is either. Fact is I havent had a claim with them in almost **************************************************************************************************************************************************************************************************** network shop and their repair they have done nothing to take any accountability. I now am forced to take yet a third day off work to resolve this issue come out of pocket and pay for the repair myself then wait for American Family to reimburse me. Looking at their behavior, recognizing that my agent never responded to me, nor would American Family had I not filed this complaint I am unsure that I will ever get that money back. This is completely unacceptable behavior for an insurance company.

Regards,

****** *******
Business Response
Date: 03/07/2025
March 7, 2025

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

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

Thank you for the additional correspondence from ****** *******. As indicated in our prior correspondence, American Family Mutual Insurance Company, S.I. will provide a response directly to ****** ******* by March 7, 2025. I understand that today is March 7, 2025, and a response is expected to be sent directly to ****** ******* by end of day today.

Thank you for your understanding.

Sincerely,

Consumer Affairs Department
American Family Mutual Insurance Company, S.I.
**********************************
Customer Answer
Date: 03/07/2025
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 below.

Their response was not a response. They simply reiterated what had happened. Im fully aware that in an attempt to save them a few dollars they sent me to a recommended facility. That facility put in a generic windshield that didnt work. They then told me I had to return to that shop on another day after they assured me that the shop was capable of doing the job. This time they say they replaced it with a windshield from ******, however the shop doesnt have the proper equipment to recalibrate ****** cameras (that is exactly what the owner of the shop told me). So after messing it up the first time they insisted I return to a shop that was incapable of doing the job correctly. They now expect me to take a third day off work and go to ****** pay out of pocket and wait for a check from them for the repair. They did include rest assured we are here to help in this response however they have offered no help. Just a feeling of being entitled to make me take 3 days off for a repair that should have taken one day. The fact that they expect me to be the only one inconvenienced by this situation shows they have no interest in helping just collecting checks and making it as inconvenient as possible for their customer to file a claim.
I would expect at this point in this situation that they would offer some sort of compensation. Be it wave the deductible or provide a rental car to limit the disruption to my life. However absolutely no offer the help ease the inconvenience of the situation Im only in because I listened to them not even an apology for the time and effort I am wasting running around so they can attempt to save some money. This job should have been done right the first time and when it wasnt they should have offered to send me to the dealership not run me through all these extra steps knowing their facility didnt have the equipment to fix my car properly.

Regards,

****** *******
Business Response
Date: 03/07/2025
March 7, 2025

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

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

Thank you for the additional correspondence from ****** *******. I have requested the concerns be escalated and response be sent directly to ****** ******* as soon as possible but no later than March 14, 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.
**********************************

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