American Family Insurance

American family insurance is a terrible company. Almost one month ago one of there insured customers was at fault in a automobile collision with our vehicle. There were no medical injuries on our side, but our vehicle was determined to be a total loss. The process for that initial determination took a week and a half. The value that they came up with was a low ball offer and we were told that if we didn't like their offer we had to file with our own insurance and let them subrogate the money from them. Terrible customer relations. Luckily my family was not injured by their clients negligence. They should be ashamed to have the name "family" in their company title. Stay away unless you never plan on being properly compensated for your loss. We are at almost one month from accident and have not received any compensation for vehicle, or loss of use. There is a reason that they are not acreddited with the Revdex.com.

Tired of their methods of handeling my account. Told problems of account was resolved but wasn't, then when complained for third time all a sudden issue was resolved. They are my insurance agent and work for me but but doesn't seem like my problems matter. Also don't approve of multiple credit checks when I am a long standing and pay on time with direct withdrawal customer.

Review: We met the terms of an insurance policy claim for an animal that died during the process of loading. (Covered under their Option 10 #5.) Since it happened on a weekend, the claim was promptly reported on Monday. The person that answered the phone assured me that the carcass could be hauled away to alleviate the sight and smell for the landlord. The conversation with this individual was recorded and acknowledged by her coworker who called back later that day. The first lady told me that considering the circumstances, that the insurance company would in no way hinder the process of getting her disposed of. I insisted that if a Veterinarian was needed to post the cause of death, I would need to contact one immediately and postpone any removal. She again reassured me this was not necessary and to go ahead with the removal process. After being later contacted that day, a different person said that the animal should have been posted and when I told her of the conversation earlier with the first lady, she also said that she probably shouldn't have agreed to not posting the animal, but since it was a failure to follow protocol on their end, this person would try to take care of it and if there were problems, she would call me back. She requested photos and since I figured they might come in handy, I already had photos taken and emailed them to the requestor. In the meantime, my wife informed me that the animal was picked up around noon that same day. When I had to resend the photos due to their server not letting files through that large I then told her that the animal had been picked up. I later sent the registration number and birth date. (Which she couldn't even get right as she listed the wrong breed in the denial letter.) But instead of calling back, one week later I got a denial of the claim in the mail. This is not only unethical, but it certainly is not fulfilling the business policy as stated. This is the second claim that this company has refused to pay. And the irony is that these are the first and ONLY two claims we have ever tried to get some sort of coverage on.Desired Settlement: Pay the claim they are entitled by law to cover

Business

Response:

April 14, 2015

Revdex.com of Wisconsin

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 Mutual Insurance Company

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

I have been with American Family for many years, but no longer. I have never had a positive experience with them, nor have I ever received help from them. I get treated better by insurance companies I don't pay money to.

Unfortunately I was rear ended a couple of times. Each time I called to report the accident, I was told to call the other insurance company and deal with them on my own. Basically don't bother us with your insurance problems...??

Then the adjuster lied about hail damage on my roof. I had to replace it myself.

I am extremely dissappointed with [redacted] insurance agent and of American Family. Do yourself a favor and look somewhere else for insurance.

Review: On August 8th, I have a a tenant move into my property. Due to the tenant having a immune deficiency problem, she ordered a mold test and found on August 25th that there was a mold problem at the property. I immediately called and scheduled to have a number of remediation companies come out to bid on resolving the problem. On September 11, a company was chosen to perform remediation for about 2 weeks. Unfortunately, the source of the moisture problem was not found at this time and the mold test failed after remediation. Again, I collected quotes from remediation companies to try to find a solution.

On October 6th, Bella T Restoration was employed to perform the remediation. They opened the walls and found the active water leak, a failed seal in a water valve. At the same time a environmentalist was employed to perform inspection.

By October 27th, the remediation work was concluded and the environmentalist announced the property clean and mold-free.

Due to the source of the problem being a failed rubber seal in a water valve, it was an active water intrusion that should have been covered under my business insurance policy. However, after months of investigation, on

December 31st, I received an email from American Family Insurance that they are denying my claim. They cited old water stain near the window well that was noted in the environmentalist's report as the cause of the mold, and disregard that fact that I have an active water source that was creating moisture for mold growth. They also try to use the excuse that I changed insurance company back in August 28th. Fact is that the problem was diagnosed on August 25th. It shouldn't matter that I change insurance company after the fact. That is like saying that if you are not covered if you had a car accident that occurred while you have an active insurance policy but reported it a few days later after you changed insurance company.

We have photos and video documenting the source of the problem and the extent of the damage but American Family Insurance choose to twist the words of the reports and the testimony of the remediation company as an excuse to deny coverage. In my opinion, they are selling bad-faith insurance and are cheating consumers.Desired Settlement: Provide me with the insurance coverage that I have paid for. I recognize that I have changed insurance company after the date of the incident due to their terribly disorganized billing system AMFAM has in place (returning my payment checks and then sending me late fees). However, fact remains that I have coverage on the day the incident was discovered and have tirelessly worked to resolve the problem as a responsible home-owner. I want the damage to be paid for by my insurance up to my coverage limit as per my policy.

Business

Response:

January 4, 2016 Revdex.com of Wisconsin 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 by January 18, 2016. Sincerely,

Review: american family insurance does not want to cover my vehicle from being repaired due to one of there insurers hitting my vehicle.Desired Settlement: american family insurance should pay to have my vehicle fixed to pre loss condition

Business

Response:

Tell us why here... RE: Complaint File Name: [redacted] File ID number: [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,

Review: I was involved in a car accident on 07/05/13, it was the other driver's fault -She went to Court and had traffic tickets. I had numerous Doctor's appointments for different treatments: Clinical at Centegra Physician Care, Chiropractor therapies for more than 6 months, Psychiatrist and Psychologyst sessions due to PTSD, Anxiety and Panic attacks as a result of the accident. I have missed several day at work among dealing with all my issues above. The Expiration period is approaching and even though I wanted to settle this claim since 03/15 American Family Insurance Company just sent me a letter with an offer that does not seem fair to me: $3000 for my pain and suffering.... including ALL medical fees. Could you please help me? I think the the company's Adjuster, is taking advantage of the soon to be an expired grace period of 2 yrs on 07/05/15 that is a Sunday and the adjuster will be on vacation.

This is my information:

Claim Number: 00-645-032247-0700

Our Insured: [redacted]

Date of Loss: July 5, 2013

Injured Party: [redacted]

Our Company Name: American Family Mutual Insurance CompanyDesired Settlement: A fair settlement for my pain and suffering, and medical expenses.

Business

Response:

July 2, 2015

Revdex.com of Wisconsin

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,

Review: American Family Insurance refuses to pay out additional money owed for an accident their customer caused. I am left with over $1000 in losses due to their mishandling of my total loss claim.Desired Settlement: I want a refund for my loss in car payment due to their delays caused during the market evaluation process, in addition to this I want the remainder of the loan paid off as they promised.

Business

Response:

June 8, 2015

Revdex.com of Wisconsin

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,

Review: American Family hires an outside company to perform property inspection last year someone road by and did a property inspection on my home so this guy said I need a roof so he reports it to my agent my agent calls me and says hey you need to put in a claim you need a roof so ok I put in a claim first calling out a roofing company to inspect the roof and to give a bid the roofer said you have hail damage & some blistering so took all this info and submitted to my agent so she submitted it to whoever so American Family sends out an adjustor he said no the roof has a maintenance issue which they don't cover he said that there's hail damage on your vents and your back gutter is bad so my question is how does the vents have hail damage but the roof doesn't so i'm like ok whatever so they want to stick an SCB) on my house which lowers the value of my home . so the roofer and the adjustor meet go on the roof together the roofer completely backs out of what he said so this will be my next complaint against this roofing co. so the adjustor still says no so what they want is for me to pay for my own roof for the issues it has this is wrong in the worst way I've had AmFam for 15/16yrs and only filed 2 claims against them and this second one is the one im telling you about in my above statements and this one is so confusing because they called me and told me to put in the claim. so please help me thanks M.[redacted]Desired Settlement: to replace my roof this is what is pay for monthly so that when something goes wrong they are supposed to take care of it especially when this all started with them.

Business

Response:

May 29, 2015

Review: My accident was on 12/15/14 and both insurances companies had the police report by 12/23. My insurance, AAA, determined that I was at no fault. The police report shows American Family insured was sited failure to yeild and improper turn. I have made several calls to American Family and even after being promised a call back on 1/5/15 they still have not contacted. I have left messages for [redacted], the claims representative, and her supervisor [redacted], but have not heard back. I spoke with a couple different "team members" of [redacted]' but still have not received a call from anyone at American Family. The claim number I am refering to is #00-145-074035Desired Settlement: I want to receive a check for the amount to repair/replace my vehicle.

Business

Response:

January 8, 2015

Review: We received a notice from American Family Insurance that they will be canceling our homeowners policy in July 2015. Reasons given were for three weather related claims that we made in 2010,2012, 2014. They have not given any other reason for this. Our agent, [redacted] also received that notice, but did not contact us to let us know. They claim that there is nothing they can do for us. We did not pick this agent, have NEVER met the guy, and he does nothing but sit back and collect his commission from our property and vehicles. We have been with American Family for about 15 years and have only filed two legimate claims in all of that time.Desired Settlement: I want to know exactly what I have been paying for all these years and I want my homeowners insurance re-instated or I pull all of my business from them and will give no good reference for anybody.

Business

Response:

June 3, 2015

Revdex.com OF WI

10019 W. Greenfield Ave

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 five business days from the date of this letter.

Sincerely,

[redacted] Consumer Affairs Advocate

American Family Mutual Insurance Company

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

[email protected]

Consumer

Response:

Review: my car was hit by a american family insured person I filed the claim and waited several weeks for a check .on 5/8/2014 I deposited a check the insurance sent me , on 5/13/2014 the check was non sufficient funds that cause several fee's and alot of moving money around to prevent more fee's ,I could not even shop for groceries do to what this did to my bank account and my stress. I lost 50.00 out of pocket. they replaced the check on 5/22/2014 and was told they denied paying me the fee's from the bank . I feel it is only fair to get what is due,Desired Settlement: I would like the money they owe me for the fee's and 100.00 for the time and gas that they caused me to use.

Business

Response:

June 2, 2014

I have been a customer for less than six months and have had payment issues for 4 of those months. I was I quoted one price and have been charged a different amout each of the last four months. I regret going to this agency, I like american family and their plans but stay away this agent.

Review: Cancelled my car insurance and home owners policy with [redacted] on JULY 17, 2014 at 12:01am. American family had mistreated a good customer due to false information provided. I Started my new policy with progressive on JULY 17, 2014 at 12:01 am. Ask am fam to remove me from email list and Please remove my online account. Am family is trying to continue my homeowners policy without my consent and trying to take money out of my checking account. I texted [redacted] agian on tuesday after an email I received from am fam telling me an auto payment was going to be taking out of my account. My policy is cancelled!!!![redacted] ###-###-####Desired Settlement: Refund my debit charge from over payment. Policy was canceled on 7-17-14 12:01 am. Remove my online account, take me off email list. Thank you.

Business

Response:

July 25, 2014

Revdex.com of Wisconsin

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:

This was no information in response. I asked for cancelation of my policy on july 17, 2014 at midnight. To remove my online acct and email address. I want my refund. Am family has done none of the above. I reject response. Thank you.

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

Review: 1. last year I had a two claims with american family insurance. before I filed the second one I called american family insurance and they told me since the first one was in subrogation that I would not be charged for two until the subrogation was over and that if any money was recovered I would get my deductible back first and t the claim would not count against me.

2.t they tried to cancel me and I was assured my the underwriting team after my better business complaint that the second claim was so terrible and handle very bad and that they didn't take care of things . Joyce reed contacted me and I got my service done right but the company that did the work charged thousands of dollars extra for work not done but American family said didn't matter and they reconstructed for my electric to be done.. .. they also guaranteed me at that time we would not be dropped.

3. then this year t without the subrogation being over they upped my insurance rates. in which I had been told would not be done until subrogation was over.. I talked to the lisa in underwriting and she said that they could do that and she would nt provide me with any legal or policy or notification they gave me for increase of rates or explantation… I had to hear it from my mortgage company. she also stead when subrogation was over they would go baCK from date policy renewed and take off the one claim…. . so that is in writing form Heather from underwriting if any amount of money recovered they have to take claim off. she wrote to me in writing burt will not provide to me where anywhere in my policy it says they have a right to charge me before subrogation ins over.. in fact I have been told they wouldn't do that… and now they went ahead and charged me and want to refund me if any money is paid out… they didn't wait like told until it was over before it was chargeable.. Heather says I was informed wiring and she will tell her staff the right way and policies. she wrote me a letter of the agreement she make and promised I would not be dropped again and that was not a issue because they gave me renewed my policy but charged me for two claims.before subrogation over

3. I have checked with numerous agencies and even my agent says they are not suppose to charge you for a claim in subrogation until it is over….. … and they will not provide me with there policy or star law that says they can do that andnd worst of all never notified me of my rate increase… usually subrogation when it is over then it is taken off or charged.. so mow American family who says they won't drop me and who says in writing they will go back and drop all charges when subrogation over if any money is received ….Says there employees missed informed me by telling me they couldn't charge us until subrogation was over… .. why charge someone something when you don't know the out come and you have a policy of not a chargeable claim if any money is rewarded . now your saying we can raise your rates way up while subrogation is going on because you only give subrogation a period of time. where is that written… colorado law. what is it.. heather says they have to do that bacuase of competition. well if you charge someone for more then one claim then they can't get insurance anywhere elsa and one of my claims may not be chargeable so my mortgage is going up 150 a month because American family .. won't provide me with policy that states there right to raise you or that anything written that states they cash charge you when a claim is in subrogation when all there staff members are telling you they can't and other agencies … JAmerican family wi staff was wrong heather says…… but will not give me any documentation.Desired Settlement: I want not to be charged for the claim in subrogation until subrogation is over… I have in writing if any money received they will go back and will not drop me but they should of followed what they said and not charge me for a claim in subrogation until it is over…. so they can go back and pay me back but I have to pay the penalty until its over… they should not be allowed to do this to someone it like a court case you don't know outcome until decision is in. you can't charge someone without the decision of the courts.. [redacted]

Business

Response:

August 18, 2014

Review: I have been making payments for business car insurance, but AFI has failed to 1. Produce a policy2. Contact me with proof of policy3. Contact me to confirm cancellation There has been no further contact upon discussion of a lost policy between agent [redacted] and I since 05/06/14, not to mention many other CSR's whom I talked with on 05/03/14. I lost time and money due to [redacted] and the others bearing bad news telling me I had no insurance. Who have I been sending payments to every month and where is proof? I Have made payments since 2012 between two agents and I hope that sending me $22.02 does not mean this is what I get in return. Customer service is poorly handled. I thought it was part of my company since they were taking my money!Desired Settlement: apology and settlement loss of work, pain and suffering, working harder to get another policy to get new vehicle home, changing after getting car home, waiting for response from agent with proper information, and much more.

Business

Response:

May 19, 2014

Review: I will not recommend American Family Insurance to anyone. They have the worst customer service I have experienced in my life. My policy # is [redacted]. I am married and me and my wife were under the same roof but had split payments going to seperate billing. My monthly payment was 157. After 5 months of it being 157, the next bill I received was for $300 and they told me that if I wanted to continue using them it would be another $300 for a total of $600 for the month of November! I called my agent who originally signed me up and she was as confused as I. It took her a couple days to even respond back to me. She said someone just went in and made changes to my account which is why I have a higher bill. It is against policy for them to make changes to the account without first notifying me or at least notifying my agent about it. I have called numerous times and they always say they will get back to me about resolving this issue they have not!!!! All they do is tell me they are going to get someone to call and they dont. Now they are saying If I dont pay the $300 its going to collections. My thing is how are you going to make all those changes to my account months later without even notifying me of a price increase to see if I still wanted to stay with your service. I am well affiliated with a huge blog website. I will share my [redacted] experience with my 1.3 Million Followers!!!!!!Desired Settlement: Needs to be corrected!!!!!

Business

Response:

January 26, 2016 Revdex.com of Wisconsin 10019 West Greenfield Avenue Milwaukee WI 53214 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 by February 9, 2016. Sincerely,

Review: At Thanksgiving 2015 a leak in the water supply line to our dishwasher developed and damaged our kitchen cabinets and the bottom foot of drywall in the kitchen.

American Family Insurance sent ServePro in to dry up the water and demo damaged portions of the kitchen. Measuring from the front edge of the bottom cabinets, 11 linear feet out of a total of 18 linear feet of the bottom cabinets were water damaged.

When ServePro began the demo and removal of the damaged areas, they discovered that the face plates of the existing cabinetry had been glued as well as screwed into the cabinet boxes. They saved doors and drawers but had to cut through the face fronts of the cabinets to remove the damaged wood and access the drywall where mold was beginning to grow. ServePro removed drywall to access and dry out all areas, they treated for mold on exposed surfaces.

American Family Insurance sent [redacted] Construction in to assess the damage and submit a proposal for repairs. Dale [redacted] immediately said that we would need all new cabinetry in the kitchen since the face plates had been unsalvagable. His original submission to American Family Insurance requested new kitchen cabinets in the entire kitchen.

American Family Insurance adjuster, Jeff [redacted], said the company would not replace all cabinets – only the damaged portion. Dale [redacted] told me their ruling and said they would reuse drawers and doors and match the new to the old.

Superstition Cabinets came to measure and look at the remaining cabinets, they said it would be difficult to match but we discussed the small variations in the natural finish of what they say is “Birds Eye Maple” cabinetry. They claimed that small variations would even out in 6 months or so due to sunlight exposure

and natural aging of the clear finish, they said the cabinets would look good even at the time of installation.

The new cabinetry finally arrived – the new pieces have a very uniform off white color. The kitchen looks like a patchwork quilt of cabinets – we do not believe we will live long enough for any natural aging process to even out the color differences in these cabinets. One look at our kitchen reveals the entire supposition that small variations will even out in 6 months as the most unbelievable and unlikely of outcomes.

While indicating the newly installed cabinets, Kin Chan asked one of the installers finishing up the work if he had “ever seen anything like this?” – the man’s response was a shake of the head and laughter, a lot of laughter, with the only true admission any rational person could make – “no”.

Dale [redacted] called to tell me that the cabinet makers were surprised at how unacceptable the cabinetry match turned out to be. He said they could add yellow pigment to the clear varnish and make it look better now – but that over time the cabinets would begin to look different between the old and the new. No one puts yellow pigment into clear varnish except as a quick fix cosmetic ruse to bring immediate gratification and future problems.

We would like to commend the professionalism of Superstition Cabinets and [redacted] Construction for delivering what American Family authorized without performing some dishonest manipulation that might have fooled us for today and cost us thousands of dollars in damages later on.

American Family Insurance adjuster, Jeff [redacted], sent us a copy of the policy and a letter stating that in matching undamaged property: “We will not pay to repair or replace undamaged property due to mismatch between undamaged material and new material used to repair or replace damaged material because of: a) texture, dimensional differences b) color, fading, oxidation, weathering differences; c) wear and tear, marring, scratching, deterioration or d) obsolescence or discontinuation.

The letter went on to state, “We do not cover the loss in value to any property due to mismatch between undamaged material and new material used to repair or replace damaged material.”

If this were absolutely and strictly interpreted in all cases they would not have agreed to replace our obsolete granite tile countertops – which they approved a value replacement for all of the kitchen counter tops including the built in desk area because it is in line of sight with the kitchen proper.

Originally the cabinetry, granite tile countertops, paint, and floor tile throughout the entire house matched perfectly. It was one of the selling points of the house, this flow and continuity is very soothing to the eye. We realize that new kitchen cabinets will no longer match the cabinets in the bathrooms – but we absolutely and unequivocally insist that the kitchen cabinets are a unified element of the home – the kitchen cabinets as they exist today under American Family’s repair are completely unacceptable by anyone’s standards and a violation of our trust in this company.Desired Settlement: Make my new cabinetry match the old cabinetry.

Business

Response:

January 20, 2016 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 by February 3, 2016.Sincerely,

Review: Agent [redacted] changed our deductible without our being aware of it until the new insurance cards arrived. We want all deductibles on the cars at $100 (we never even requested that she change it so we were blind sighted to say the lease). She changed it without our consent or authorization. When we made her ([redacted]) aware of this, she said she would correct it. Two weeks later we received our new cards showing the deductible is now at $250. We want it back to $100 - that should have never been changed in the first place. Now she is not responding to our requests (nor is [redacted], her [redacted]). email sent to [redacted] - area [redacted] on 4/17/2015[redacted],I am forwarding you a copy of this email trail (see below) for your reference. My husband and I have been customers of American Family together since 2006. My husband was a customer of American Family for years even before 2006. I am appalled by the level of service and lack of competence by [redacted]. As you can see below, she changed our policy without our authorization. We made her aware of that - several times - via email 2 weeks ago. And now, she once again, incorrectly "fixed" the problem. We want to be back at a $100 deductible on BOTH vehicles that we never authorized being changed to $500. After multiple emails to her, our deductible is now $250. We want it back to $100 and rates exactly what they were before she touched our policy without our approval!As a matter of fact, changing our deductible to $500 was never even discussed - she simply mentioned it one time in an email reply as a way to save on our monthly rate (and this is common sense anyways).Desired Settlement: DesiredSettlementID: No settlement requested - for

I've already filed a complaint with the [redacted].

Business

Response:

April 27, 2015

Review: I was an excellent customer of American Family Insurance for many years. My vehicle, as well as my home were both insured through this company. I began to notice that my insurance rates were increasing and not offered at a competitive rate in comparison to other insurance companies. I began to shop around and found another insurance company that better fit my needs and lifestyle. I selected this company to become my new insurer and initiated cancellation of both of my policies through American Family. The official date of cancellation of these policies was 7/27/15, officially documented in statements of my own as well as in documentation provided by American Family in a "Credit Balance Statement" submitted to me by mail. My policies would have expired (if not cancelled) with American Family the next month on Tuesday, August 11th. From the cancellation date to August 11th, 2015 American Family was provided fourteen business days in which to process this cancellation and make the required in-house documentation/adjustments to their accounts in order to reflect termination of my policies with their company. Despite this, they submitted for payment to my bank (I had had my auto insurance deduction set up from my bank account) the monthly car insurance payment. As I had terminated my policies with them two weeks prior to this date (8/11) the request for payment was of course rejected. This incurred a "Returned Bank Item Fee" in the amount of $25.00 for American Family. American Family then deducted this $25.00 from a refund I was due on the house insurance monies I had paid. It is unconscionable that this company would dare to steal my money in this way to refund their own charges, due to some kind of incompetent internal error on their part. I am shocked at the consummate NERVE of this company. I DEMAND that you return MY money to me immediately. Do ethical business dealings and policies, especially as they relate to customers, mean nothing to you?Desired Settlement: My desired resolution to this complaint would be to receive the $25.00 taken from MY refund that American Family deducted in order to replace the bank fee it had been charged.

Business

Response:

October 2, 2015 Revdex.com of Wisconsin10019 W. Greenfield AveMilwaukee, WI 53214 RE: ComplaintFile Name: The attached complaint/inquiry was received today. The privacy laws require us to protect theconfidentiality of non-public information relating to our consumers and otherswho rely upon us. Maintaining theconfidentiality of this information is important to our company. Therefore, we are unable to send our responsedirectly to you. It is a company goal to provide the best possible serviceto consumers. Even though we are unableto reply directly to you, I have asked the appropriate department to researchthe concerns and respond directly to the complainant within ten business daysfrom 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,