American Family Insurance

June 7, 2016       Revdex.com of Wisconsin 10019 West Greenfield Avenue Milwaukee, WI  53214           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 complainant by June 21, 2016.     Sincerely,       Consumer Affairs Advocate American Family Mutual Insurance Company (800) 692-6326 X30799 [email protected]

Review: on august 8 2014 my wife and I switched car insurance to American family insurance through agent [redacted] that was to take affect on the 19th of august. before the 19th we decided that we should have more coverage than the original policy because we were adding a teen driver. we notified Ms. [redacted] of our decision and she gave us a new quote that was more than we could afford, so after shopping around we found coverage that better suited our needs at a cheaper price and decided to go with that company. upon hearing of our decision Ms. [redacted] proclaimed that she would not only match the coverage but she would also match the price. after hearing that, my wife and I elected to go ahead and accept the new policy with Ms. [redacted] and American family insurance. but to our surprise our first bill was way more than we had discussed with Ms. [redacted] so we got in contact with her on September 10 and she stated that there was something wrong with the way the policy was written up, it wasn't her fault but there's nothing she can do and that we would just have to pay the bill.

Product_Or_Service: car insurance policy

Account_Number: [redacted]-fppaDesired Settlement: DesiredSettlementID: Other (requires explanation)

we would like the situation addressed and no further payment requirements from us.

Business

Response:

September 18, 2014

Review: On September 20, 2013 I contacted [redacted] through his email address and notified him that I had purchased a new vehicle and needed my coverage transferred to the new vehicle. I was given a quote from him on 9/30/13 and my new payments were auto-deducted from my bank account starting 10/24/13. On May 17th 2014 I stopped at Southcenter Mall to have a chip repaired on my windshield. I was called by American Insurance sometime within about 7 to 10 days that there was a problem processing my claim. I returned the call and was told that I did not have coverage on my new car at all. Of course I was annoyed and told them that I most certainly did have coverage. I have the policy, the cards for the car and the deductions from my bank account to prove that I, in fact, had done everything I needed to in order to make sure my financed car was fully covered as required by law and my lien holder. For over a month the phone calls would not stop saying I didn't have coverage. Finally in late June they decided to cover the car after having a recorded phone call fr underwriting in which they asked me to state when I requested the coverage and types of coverage. They also asked if I would be willing to pay retro-active premiums for any difference between what I already paid and some undetermined "new" rate. I said I would not pay any additional funds. By that time I had already notified them that I would be going with a different carrier due to all of the problems with this claim. Today (July 14th 2014) I received a bill for an additional $288.50 that they say I owe for the vehicle change.Desired Settlement: My desired outcome is for them to honor the quote they gave me on September 30th for the new car and that I had been paying every month since then until cancellation on June 24th. [redacted] acknowledged in an email that American Family failed to enter something into their system showing the car change and promised to make it right including paying for the damaged window himself if needed.

Business

Response:

July 16, 2014

Review: I have contacted the above company a total of 5 times to adjust a bill to the correct amount due. The company above will not show me paper work proving I owe this bill. I do not even know fully what I am getting charged for in a car accident bill from American Family Insurance. The amount they say I owe is 14,825.64. I have requested that they have a idomized bill sent to my known address on file.Desired Settlement: I am complaining on this company American Family Insurance because I believe the bill total should be half of that they have stated I owe. I would like a statement sent to my address in comformation of what the correct total is for damages accured.

Business

Response:

September 17, 2013

Review: A car I owned was uninsured and was involved in an accident 06/04/2013 with a insured of American Family Insurance. I have been in contact with the adjuster since June, 2013. The adjuster failed to work with me in making arrangements to pay for the claim prior to my driver's license being suspended, despite all of my attempts to make arrangements. I finally made arrangements, signed the appropriate paperwork and mailed my first payment that was due on 09-15-2013. Today is September 17, 2013 and I just received a letter in the mail from the adjuster dated 09-12-2013 demanding the full amount and threatening legal action. My bank has confirmed the check has not cleared and I have offered to deduct the payment through automatic deduction if the check has not cleared my bank by 09-27-2013. I have ALL of my correspondence with the adjusters who have been involved. All of their representatives have been rude, from the local office where I live to the claims adjusters I have had to deal with. I would like their corporate office to be aware of how poorly they are treating customers, potential customers and those like me who are making an honest effort to settle a claim.Desired Settlement: Acknowledgement of my complaint by letter and suggestion for resolution from the company.

Business

Response:

September 17, 2013

Review: I paid American Family insurance company $482.97 from October 27,2014 a December 27,2014. I went to the Thirnton Road office on October 27,2014 to pay my premium. The amount due $81.09 was lower than I usually pay and the agent told me to call the corporate office to have my questions answered. I called corporate on November 24,2014 to make a payment because my local agent office had closed. I was then told amount due was $261.56. The agent told the bal of October carried over to November due to the billing cycle not allowing them to put the total amount due. Certainly this made no sense to me but I paid $150 by check and the agent informed me that I had until the 6th of December to pay the balance.

I called the corporate office on that date and paid the balance of $111.56. I called back on December 27,2014 to pay my premium when I was informed my policy was cancelled due to non payment on the 19th of December. The representative told me I had a balance of $98.00 that was due on the 19th. Once again I am confused because I just paid almost $300 in a 30 day period. I then had to pay another $150 to reinstate my insurance. I continued to pay different amounts every month after that up until March of 2015. The premium has been $118 every month. First time I had consistency with this company for over a year. I was stopped by the police on May 17, 2015 and sited for suspended registration. My registration was suspended 8 days after I made payment of balance I was told due and 4 days before my payment due date. My car has been unregistered for almost 6 months with me having no knowledge of this. American Family does not feel their incompetence and lack of knowledgable representatives are at fault. I spoke to a live rep. Every time I made these payments and was never informed of subject for cancellation. This company has dropped one of my cars when I added another and I was uninsured for over a month with no knowledge until I received a letter and fine from the state of Georgia. American Family did pay the fine because they acknowledged their mistake.. American Family cancelled my insurance after I paid them $482.97 from Oct.27,2014-December 27,2014. They feel they are not at fault for taking my money and canceling my policy.Desired Settlement: I feel American Family should pay the fine for suspended registration to the state of Georgia dept. of revenue and tag office. The court cost or fine for suspended registration and wages lost due to me having to go to several officesand court to try and rectify this situation that should have never happened.

Business

Response:

May 20, 2015

WI Revdex.com

10019 West Greenfield Avenue

Milwaukee, WI 53214

RE: Complaint File Name: [redacted]

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 complainant within ten business days from the date of this letter.

Sincerely,

Consumer Affairs Advocate

American Family Insurance Company

###-###-#### X30799

[email protected]

Review: Was renting a room from [redacted] she had fire and when we

meet with [redacted] her agent ,he told us to include my losses

with hers and it would be replace

now American Family is saying it will not replace

Help

Complaint #[redacted]Desired Settlement: replace my items thanks

Business

Response:

July 1, 2013

RE: Complaint File Name: [redacted]

The attached complaint 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 complainant within ten business days from the date of this letter.

Sincerely,

Consumer Affairs Advocate

American Family Mutual Insurance Company

Consumer

Response:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

They email me this 07-02-13 and I think that they will responded the same way again

I am just looking for them to "Honor" what their agent said

thanks for all your help

Review: Our Agent was taking our money and not paying our premiums for the last 8 to 9 months or maybe even longer and I did not find out until March. And [redacted] passed away in February and she did this to a lot of her costumers in the neighborhood. And I have been with American Family insurance Company for over 25 years and been with [redacted] the last 16 years, I know American Family is trying to make this right but now I have to pay February because they can't find it and pay March. And the last 15 days of March because I Cancelled March 30 2015, and went to another Insurance Company but does not excuse what she did and she is representative of the Company and the Company said that they were ready to do some thing but she died, didn't tell anyone until it too late and still think American Family should have did something to stop this from happening it's not fair US as customersDesired Settlement: There is nothing anyone could do because she died and the Company has there logo making dream come true when I was defraud really I would like to sue but can't because no one would help me and I feel they should pay and let other people know how they really don't care about people that they put us throw

Business

Response:

RE: Complaint File Name: [redacted]

The above 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 complainant within ten business days from the date of this letter.

Sincerely,

Consumer Affairs Advocate

American Family Mutual Insurance Company

###-###-#### X[redacted]

Review: I cancelled with american family insurance. Weeks afterward, they continued to automatically pull that insurance amount from my banking account.

On January 21st, 2015 I contacted the local agent to report an automatic bill transfer to american family insurance. I had contacted them a month earlier that I was cancelling service with them. I received an apology about this. Later I learned that this transaction caused an over draft in my account. I made them aware of this and I was told that I needed proof which entailed me giving them a copy of the statement, which I will not do. Giving a company my banking information will never happen.

I have made multiple attempts to receive reimbursement for the $309.19 amount and received nothing. It has been over three weeks and this borders on fraud especially when you consider they pulled money from my account, caused an over draft and it looks like they will pay me back when it suits them or possibly not at all.Desired Settlement: Reimbursement for the $309.19, over draft charge and the time I have spent chasing down a repayment along with contacting the Revdex.com and other outlets.

Business

Response:

March 3, 2015

Review: Unsuccessful with trying to resolve issues with AFAM. Phone calls not being returned. False information on my Clue report. Letter states that no repairs have been done since first claim. Requested another adjuster to come out. None ever came to the house or returned phone calls from spouse. I have been called to active duty since April 2013. It's okay for them to talk to my spouse.Desired Settlement: Would like to submit documents related to work completed on the home. And retrieve recoverable depreciation on roof since it was completed May of 2013 so I can complete the additional repairs on the home. The contractor that completed the roof has provided documentation.

Business

Response:

September 16, 2014

Review: I have been many years with this company and this year I found that what I was being charged through them was extremely more then another company.I had spoke with our bank who holds our mortgage that we were in the process of changing insurance carriers and to hold the payment until everything was in order, but upon renewal it automatically paid American family and when I tried to correct this American family would not let me cancel my policy with them and prorate the actual amount owed. they did not take into consideration the years of our faithfulness as loyal customers nor did they care of us never having a claim for them to pay out.Desired Settlement: I want them to cancel our policy and to prorate an amount that was from the first time I tried to correct the error of them receiving payment that should of been withheld. and I want them to know the reason we had been loyal for such a long time was because of the relationship we had withthere insurance person in Longmont who is amazing. Doug Montgomery is great and if the amount of difference was not as great as it is, we would have continued with American family.

Business

Response:

March 12, 2014

Review: June 11, 2014 a client of American Family insurance ran into the side of my car. I was in the left turn lane and she decided that she wanted to turn left also, did not see me, and ran into the front passenger side of my car. She admitted to the police officer and to me that she "Just did not see her".and that she was "fully covered" by American family Insurance.The police report showed that I was not the driver at fault. American Family refused to accept liability for the accident. Because they refused, it went to subrogation and then arbitration and I did not get my deductible returned by State Farm ( my insurance company) for 13 months! During that time American Family contacted me only once and that was to take a statement from me shortly after the accident. I incurred a cost of $348 for a rental car for a week because there was more damage to my automobile than was first apparent. American Family did not reimburse me anything for the rental car although I asked State Farm to include that in the settlement with American Family.Desired Settlement: I believe that since it was proven that American Family's client was at fault in this accident, they should reimburse me the $348 for the cost of the rental car since their client told me she was "fully insured".

Business

Response:

July 20, 2015

Revdex.com of Wisconsin

10019 West Greenfield Avenue

Milwaukee WI 53214

RE: Complaint File Name: [redacted]

The above complaint 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 complainant within ten business days from the date of this letter.

Sincerely,

Review: I have claim number [redacted], date of loss 1-27-2015,. My 1999 jeep Cherokee sport with manual transmission was rear ended by the American Family Insurance client. In the process my vehicle suffered car body damage , transmission damage , fuel gauge system damage and air bag system damage . I was compensated only for the car body damage but the other issues were not even inspected and I was not compensated for them. I have brought up these issues with the claim adjustor [redacted] and with [redacted] but they refused to further investigate my loss. This is not fair. Due to impact to my vehicle other things can go wrong as they didDesired Settlement: I need to be fairly compensated for the damage sustained by my vehicle . I depend on this vehicle and it needs to be properly repaired . Transmission is essential , fuel gauge is very important , air bag is my safety and due to the accident they malfunction. American family Insurance needs to get involved and help me to completely cover my loses. Fixing only the vehicle body is not fair.

[redacted], victim

Business

Response:

February 10, 2015

Review: I was in a car accident back in May 2015. Your insured [redacted] was a minor and ran a yellow flashing arrow, I had a green light and he pulled out right in front of me, admitted to the police department he was in the wrong and did not yield to oncoming traffic in a intersection here in Peoria, IL he was ticketed and clearly at fault! [redacted] your insured, has [redacted]l Ins. and I filed a claim with you regarding the accident. I am a [redacted] Customer they have taken care of my Medical from the accident and said my vehicle was totaled. American Family denied my claim and never once went to look at my vehicle, American Family has a copy of police report and has still failed to cover my claim and reimburse me for the damages your insured caused and who was also clearly at fault and ticketed! I'm very unhappy that an insurance company would deny a claim like this, I have told all of my family and friends and anyone I come in contact with about my experience with your terrible service, I spoke with [redacted] in the 1-800 claims department on several different instances, she was very rude with me couldn't give me a straight answer on why my claim was denied and why it took them so long to review my claim. I would never recommend anyone to your services I have several friends and family who have switched companies because of my experience. I'd never wish this on anyone what I have been through. Your customer service and claims department is the worst and I've never had to file a complaint on anyone but because of how mad and frustrated I am over this I'm now paying for 2 vehicles and one I can't even drive since it is totaled and because of your terrible customer service and claims department denying a claim that was clearly your responsibility to cover! It's terrible people pay into insurance and get treated this way!Desired Settlement: This needs to be resolved I am out a ton of money and will be getting Attorneys involved, it's ridiculous this has gone on this long, almost a year and still no settlement. Very disappointed and frustrated with your company!!!

Business

Response:

March 21, 2016 WI Revdex.com 10019 West Greenfield Avenue Milwaukee, WI 53214 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 complainant or her attorney if deemed appropriate by April 4, 2016. Sincerely, Consumer Affairs Advocate [redacted]l Insurance Company

Consumer

Response:

[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.]

I will be awaiting your response!

I have reviewed the response made by the business in reference to complaint ID , and find that this resolution is satisfactory to me.

Regards,

Review: This agent sent me to J&J roofing company. The roof was replaced September 2014 and it is now leaking. I am not receiving service from this insurance company

Product_Or_Service: RoofDesired Settlement: DesiredSettlementID: Other (requires explanation)

The roof had a warranty, and it should be repaired ASAP. It is causing damage inside the house.

Business

Response:

February 10, 2015

I have had auto and homeowner's insurance with American Family for 24 years. Over the years I've received various discounts on my premiums and have never filed a claim. I have no complaints about either of the agents that I've dealt with. I am writing however to alert the public to this company's "My Safety Valet" program. AFI offers a 5% introductory discount to customers who agree to place a device in their car that monitors acceleration, braking, speed and cornering. Users receive monthly summaries and can check online at any time to view any "incidents" with the opportunity to earn discounts of up to 30%. Based upon our excellent driving reports my wife and I had every reason to expect discounts however my wife received none because of WHERE and HOW MANY HOURS she drives. Only after the denial did we learn the real purpose of AFI's GPS tracking device.

Review: While on vacation the home that we currently reside at unfortunately ran out of oil, this seemed to be a cause of the extremely cold winter, an unforeseeable event. While we did order more oil to replenish the furnace it came too late. The water and heating pipes burst. This caused damage to the home, specifically the heating system. The adjuster denied our claim and placed inaccurate information within the write up, one such example is a notation that the home was vacant. This is untrue as we have our personal belongs within the location and claim Wisconsin as our home of residence, we are recently retired and would like to spend time vacationing when possible. To no avail the adjuster has continually expressed that he will not revisit the decision and that there is no way for this claim to be reviewed by another party. I have paid all my monthly payments and will continue to do so, but to make his decision a deciding factor for two retirees is beyond comprehensible. There has to be other avenues, he also stated to my son, who is trying to help with this situation, that at no time do they even pay for a portion of the claim out. Seems to me that the insurance business is either an all or nothing, in this case...NOTHING.Desired Settlement: I believe this claim should be paid out.

Business

Response:

March 13, 2015

Review: This complaint is with my insurance Agent [redacted] who informed me they no longer carry commerical insurance, which was not true I was a customer for 8 years always paid my insurance on time. Mr. [redacted] has cause problems regarding my job; I am a owner operator contractor, I cannot provide for my family due to him not renewal my insurance without notification. I have not received any type of letter from American Family stating they will no longer carry commercial insurance. I cannot operate my truck and I am having a hard time trying to find commercial insurance for my business (truck) I would like to know why would this agent drop me without notification in writing.

Mr. [redacted] didn't give me an explanation only stating my policy wouldn't be renewal. Thank youDesired Settlement: Explanation

Business

Response:

February 16, 2016Revdex.com of Wisconsin10019 West Greenfield AvenueMilwaukee, WI 53214 RE: Complaint File Name: [redacted]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 complainant within ten business days from the date of this letter.Sincerely,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I had to file a claim because I was involved in an accident, american family insurance adjuster who went to view my car ([redacted]) never communicated with me at all. He documented in the claim that he spoke with me multiple times and we had lengthy conversations, which is not true, I never spoke with [redacted] but one time on March 7th to let hi know where the car was. It is now March 24 and my car had to go back to shop because all the damage was not taken care of the first time. I have a 2003 ford escape, I pay. For gap coverage thru american family insurance so if my car is damaged badly it will pay off my loan, well I owe $2600 on my car, the damage was roughly $2000.00. I never got to talk to anyone about why the car was being fixed it it it is only valued at &1500.00. American family never knew anything when I would call to find out about my car. There is communication errors with the insurance company and them not talking to me.Desired Settlement: I would like to be refunded my 500.00 I had to pay for my deductible, and I'd like to know why my car was fixed and why I feel like I got ripped off from them. I mean will it happen next time if there is an accident?

Business

Response:

RE: Complaint File Name: [redacted]

Review: I have an insurance coverage on my house since 1999 and have been paying ever since ([redacted]) Last August had a hail storm and American Family advised that the roof and other areas of the house and and my detach garage needed to be replaced. The also told me that the roof of the house coverage was change on 2011 and that they would not cover the entire lost. On the expensive repairs which is the roof they are only covering 40%. Theay provided me a document advising that tey would not pay over $2824 plus the deductible $1000 (I am responsible), out $6487 damages. I did not request a change on the coverage. The mortgage company requires me to make the replacement of the entire roof not 40% only.Desired Settlement: I want to have American Family pay for the lost, I am asking to pay for the replacement of the roof. I am not on a situation where I have $4000 to pay for something that I did not cause. This was the weather related. The insurance payments come out every month with my mortgage payment.

Business

Response:

March 19, 2014