American Family Insurance

Review: We experienced a hit and run on 4/23/14 resulting in property damage. The police tracked down the responsible party and provided the insurance for the vehicle and information on the driver. I contacted American Family to file a claim for our damages and they refused to initiate a claim for our damage stating either the policy holder or the policy holder's agent would have to file the claim. I requested the agent's contact information, they refused to provide. The driver who damaged our property committed a hit and run and has been cited by the Denver Police Department. American Family is unwilling to assist us, as a victim, seek reimbursement for our expenses. Very poor business practice. At very least they should have initiated a claim and contacted the involved parties to investigate their insured's liability in the matter.Desired Settlement: American Family needs to file a claim and do the required liability investigation.

Business

Response:

May 15, 2014

I had insurance thru American Family for 4 years. A few months back I was hit by a non insured driver. Which in the state of Illinois, per local police, automatically faults that driver. Although American Family were always professional before, they were not once this happened. The insurance adjuster had told me personally that it would not be put on my driving record or effect my insurance. Regardless of the adjusters information, my agency made me reliable for the $500 deductible, and I just recently found out that they put it on my driving record as a compensation claim. Now my insurance rate has gone up $30 a month but for liability instead of the full coverage I had before. I do not think this is fair nor professional in any way shape or form!

My grandfather was recently in a car crash, a lady hit him. He recieved a call from the claim department, and he does not speak english or understand english so I answered the call for him. The lady on the call named Jennifer [redacted], was completely rude to me. She said she didn't want me on the line and that she would get a professional translator for him, in which I said that was fine. He was on the phone with them for a while till I heard the so called professional interpretor and her, saying inadequate things to eachother about the way my grandfather spoke. The translator was really rude, and I regret not getting her name because if thats what you call a professional interpretor shes in the wrong job. The claim agent Jennifer [redacted] was also really rude, using a tough tone of voice while talking to my grandfather. I literally had to tell them to tone it down on him because the way they were talking to him wasn't professional at all. I really liked American family insurance but after this encounter I'd rate them a zero! Horrible claim department.

Review: American Family Insurance submitted a bill for a partial premium payment on my Tacoma and my wife's Prius for $1111. My wife mistakenly paid it thinking that was her 6 month premium on her Prius. Her Prius 6 month premium is $844.10 I contacted our agents office to request a refund of the difference between our billed amount of $1111 and her Prius 6 month premium of $844.10. The difference is $266.90 I called [redacted]'s office and when I tried to explain the breakdown, the agents secretary said I wasnt listening to her and said [redacted] will call me back plus corporate will submit a detailed report showing why there is no refund. After 1 week, several calls to corporate and the agent and nearly a month after my wifes payment, I switched insurance companies because I felt [redacted]'s business practices are unethical. Corporate could not explain the reason for not refunding the difference and just sent me back to the agent which never got on the phone or returned my calls.Desired Settlement: Please help me recover a refund of the unused portions of our policies plus the overpayment. Also please conduct a thorough audit of [redacted] business and billing practices.

Business

Response:

June 23, 2014

Review: I had auto and life insurance through american family. I went in last week to cancel since I got a better quote elsewhere. They had me sign and paper to terminate my insurance with them. A week later I still got auto billed from my bank account for the life insurance, so I called to see why. They simply said that the cancellation notice never got sent in. They did apologize for the mishap and said they would refund me a check. But it was completely unprofessional and I will be waiting for lord knows how long to get my money back.Desired Settlement: They did say they would send me a check but im still waiting on the check for my auto refund a week later on would just hope that they have a more professional way of handling things for the next customer.

Business

Response:

July 10, 2014

Review: We had our home burglarized in November. They stole numerous items equaling $2200.00. We have a $1000 deductible. When we purchased our insurance, we understood that we would be reimbursed for what we actually paid for the items stolen. The initial check we received was $50.00. I was dismayed at this, but was reassured that as we purchased the items and turned in the receipts we would be reimbursed. We had to take a personal loan out from a relative to purchase the computer and camera. I talked with the claims adjuster and specifically mentioned that I wanted to be clear that if I purchased a computer for $699 and a camera for $450 that I wanted to make sure we would be reimbursed for them as we were not interested in purchasing the Wii and all the games ect. I purchased the computer and camera and anticipated a check for about $1100 and turned in the receipt. I have received a (uncashed) check for $417.50. I have talked with our agent and our agent's manager and they both tell me the same thing. I have to purchase (with my own money) every single item that was stolen and then we will be paid in increments the "actual cash value". I have had $2200 stolen, minus the $1000 deductible I have turned in a receipt and fully expected to be reimbursed for $1100 with the understanding that I would not be turning in any more receipts on this claim. We had switched our vehicles, our homeowners, and purchased life insurance from this company. How this very minor claim has been handled thus far has given me a serious concern.Desired Settlement: We would like a check for the remainder of our claim ($732.50) with the understanding that we will not be turning in any more receipts for the other items stolen. My priority was replacing the computer and camera.

Business

Response:

January 15, 2014

Review: After being rudely treated by American Family, I informed their main call center that I was canceling my policy within 24 hours. One month later I received a bill from AmFam stating that I owed a full months billing for coverage. I made numerous calls to my agent [redacted] and didn't not get a resolution. I receive another bill stating that I needed to provide them proof of coverage and that no lapse in coverage had occurred. I provided this proof an received another letter stating they needed proof that both vehicles I own were covered with gaps. I again provided them this proof. I then was notified that I was to pay $176 for coverage they had supposedly still provided even though I had canceled my coverage with them 30 days prior. I then requested that they provide all proof that I owed them money, including a request for the phone transcript where their representative had verbally told me my policy was cancelled and no further money was owed. I requested all information pertaining to this within 30 days. American Family did not provide any proof or documentation and instead sent me to collections. The collections people have refused to provide any proof that I owe this money eitherDesired Settlement: I want American Family to delete te amount of $176 they still claim I owe an remove my name from collections and restore my good credit rating. American Family has not provided any proof that this is a valid debt persuant to the guidelines laid out in the Fair Debt Collection

Business

Response:

November 20, 2014

Review: My daughter was part of an auto accident, out of town, that involved both parties having the same insurance company, American Family. The other pay was cited for failure to yield. My agent stated that I was covered and that American Family would take of us and cover everything. My car was in the shop, out of town, for a month. My agent said the company vwould cover my rental. After a week, the rental company called and said I had to pay outright first and get reimbursed. The agent stated that the company would reimburse me when the two adjusters settled the claim. The adjuster refused to reimburse me for the money that I had to spend.adjuster stated that both parties are responsible for their own bills. That this was AZ law.Desired Settlement: Reimburse me f or all the money I had to pay out .

Business

Response:

September 2, 2014

Review: My home policy was dropped because the Insurance Agent thinks I have a fire place in my house. No verification or notification was given.

My home policy on my property was dropped because they thought I had a fireplace or wood stove. I found out through my loan company and had to call to find out this happened.

No verification was done. My home does not have either a fireplace or wood stove. A call was made and no call has been returned.Desired Settlement: I would like my home policy re-issued and NOTIFICATION given via email when this occurs.

Business

Response:

November 26, 2013

Review: On 5/19/15, we experienced something no family should go through, a fire in our home. Our adjuster is causing us continual undue stress and complications. Our contractor, Rich Construction, called and informed American Family Insurance he was going to do the repairs and the cleaning for this loss. Our adjuster told the contractor that they would not be doing the cleaning and they already assigned this contract. It amazes us that the adjuster, [redacted] from American Family Insurance, took such a hard stand on fighting the contractor regarding who was going to clean the house. [redacted] would not accept the contractors es[redacted]ate until the cleaning portion was removed. Rich Construction felt [redacted] from American Family Insurance had no right on telling them how to do their job. During this process, our family stayed at a motel. American Family was failing to locate temporary housing for us. Our contractor found us temporary housing with one of the companys they work with. American Family Insurance accepted the proposal and all parties agreed on the price and where we would finally get to stay during this disaster. On the following day, [redacted] of American Family Insurance cancelled the agreement. He then absolutely refused to speak with Better Home Relocations and turned us over to his recommended company. When we accepted a home with ALE Solutions, we did not find out until after we signed the contract that we would have to wait an additional three weeks until we could move in because the house had yet to be cleaned! That meant three more weeks in a motel room. We have so much added stress in dealing with Mr. [redacted] of American Family Insurance. We feel this experience has been disrespectful and unprofessional. We also feel we are being bullied by Mr. [redacted] and American Family Insurance to make decisions we are uncomfortable with. He has raised his voice to my wife and myself like we were kids, demanding we go the way he wanted.Desired Settlement: We would like the adjuster to let us, the homeowners, make our own decisions. We would also like the contractor to be able to do his job and make decisions regarding the restoration work. We would like the adjuster to stop micromanaging our decisions and the contractors decisions. We feel as if we want the kitchen to be painted white, he will yell at us and say it has to be yellow!

Business

Response:

July 6, 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: My dispute with American Mutual Insurance has to do with and accident that involved my son [redacted]. [redacted] on August 9, 2014. He was driving my Vehicle And was involved in an accident when a driver ran a red light he honk to the driver and proceeded to go through the intersection since he had a green light.The other driver ran a red light which caused the accident to happen. I called the police department on Sept 1, 2014 asking about the report on the accident to see if I could get copy of this accident report they told me that it hadn't been processed yet but they gave me the insurance policy number along with the Insurance Company's number and the person's name on the policy. I then called American Mutual Insurance and spoke to the customer service rep Who gave me the claim number for the accident and the claim adjusters name and number he then connected me to [redacted] office he wasn't in so I left a message for him to call me and he called me back and explained about this accident and I also gave him the number to the witness to this accident he said and he also spoke to my son about the accident then he said that would get back to me. I called him back a couple of days later asking him when I could get my car repaired, he told me that he still hadn't talked to the witness. He said that he needed to talk to the witness before any repairs could be approved. This went one for a few days finally on Sept 11, 2014 I called the Aurora police department asking about the accident report they told me that it had been processed and that I could go pick it up. I picked it up and e-mailed a copy to [redacted] and then he sent me an e-mail saying that he spoke to the witness earlier in the morning and he had gotten the police report and thanked me for sending him this report he also stated in his e-mail that his company was willing to take the majority of the blame on the accident he also said that both drivers were at fault, I then called him after reading his e-mail again I got his answering machine left a voice message asking him what the majority fault meant. I never got a call back. I called him back on Sept 12, 2014 I asked him why he didn't call me back he said that he did and left me a message I told him I checked my messages and there wasn't any from him he said that he left a message anyway I asked him what he meant by the majority of the blame he said the they were willing to pay 75 % of the cost of repairs along with the cost of the rental car. I told him that that wasn't good enough I want them to pay the total amount on the repairs on my vehicle then we argued about this and I told him I was going to file a complaint against him and his company since his driver was at fault. I then got off the phone with him. I had to do the leg work on getting information on this accident. I am convinced that he and his company are trying to get out of paying for this accident by only offering 75 % of the costs.Desired Settlement: Unspecified

Business

Response:

September 18, 2014

Review: On April 18th 2014 my agent, [redacted], informed my family we had the “Cadillac” policy and everything would be covered in the loss.

He, [redacted], had access to our policy 24 hours a day and should have told us we had zero coverage and it had been removed in 2011. Because of [redacted]s error the bill ended up being $10,970. On April 21st, 2014 the underwriter told us we only had $5,000 coverage.

American Family Mutual Insurance Company is standing behind his error.

American Family paid $5,000 our original policy but believe he, [redacted], has done nothing wrong. We have a $6,000 bill over our insurance coverage maximum which we never okayed because we were never told we had reached our limit by [redacted].

Because of his error ServiceMaster kept on billing us up to $10,9760. They never informed us that we had reached our Insurance limit.Desired Settlement: American Family Mutual Insurance Company should correct their error and pay the remaining balance owed to ServiceMaster.

Business

Response:

July 16, 2014

Review: I have an open claim since November 24 of 2013 on my jeep wrangler. The back glass was broken due to vandalization and needs new hinges replaced. I keep getting the run around. I have been informed that they can not find glass. The weather rain snow and dirt has created rust now in the rear inside of the jeep since this is my daily driven vehicle. There is no end in sight I am being told that 6 different glass section is at the body shop and they want to close out the account. When I contact the body shop they have nothing on order as of yet.Desired Settlement: If the glass can not be found soon or at all since the top is covered under the auto policy a new top. I just want this fixed. And I need help since I have been pushed off since November 24 2013. This has been going on way too long.

Business

Response:

April 23, 2014

Review: 12-11-13

Revdex.com

Enclosed are copies of a letter to BMV, a form 3303 (block on drivers license) and to the person responsible to the damage on my car.

The insurance co. is dragging their feet in that they do not pursue the matter because, I guess of the language barrier.

No one can give me an answer as to how the man ever got a license not reading, writing, speaking English.

My car is not worth much, but it is my car and my transportation. It is repairable.

Can you do anything to assist me in closure from the insurance co?

Thank you in advance.

Attachments

Claim # [redacted]Desired Settlement: Can you do anything to assist me in closure from the insurance co?

Business

Response:

December 18, 2013

Review: I live in Lakewood Colorado and filed a claim for hail, wind damage to my roof, shed, and outside furniture gutters and down spouts. The adjuster that came out to my home to meet with my contractor was [redacted]. He told my contractor that there was not enough damage to my roof. My contractor didn't argue with him about it. My contractor is a Christian Man as am I. my contractor told me to call his supervisor and ask for a re Inspection. I call [redacted] to get a re inspection. He called me a few days later at 8:45 P.M. and woke me up for I go to bed early due to the fact my job requires me to get up at 3:45 A.M. Mr [redacted] was leaving me a message saying he looked at the pictures and would not do a re inspection becauce he believed according to the pictures there was no need for a re inspection. I asked for his Supervisors name and number and that is [redacted]. I left him a message explaining what was going on and said I wanted a re inspection. [redacted] called me back almost a week later and told me he would not do a re inspection either. Since then I received a second letter saying that they were cancelling my policy in November if I did not replace my roof, because it has three roofs on it. My home has had three layers on it since I bought it almost ten years ago. In addition, there are three homes on my block that have had there roofs replaced for the hail storm on May 8, 2013. My contractor informed me that the decking will need replaced, the gutters and down spouts, and soffits.Desired Settlement: To have my roof replaced including the Gutters and down spouts ,decking, and soffits as needed.

Business

Response:

September 12, 2013

Review: Hi, I was injuryed by a customer of american family. They amitted fault in the accident. I have done everthing they asked in regards to getting medical help. Now that they have received the bill. They are claiming that they never gave permisson for treatment, and that my injury was not covered. Is there anyway you can help? I just want them to pay the medical. That they are legally required to by law. Your are my last hope, before calling a lawer. Thank you for your time. Please contact me by email only. Phone lines are under construction. Thanks.Desired Settlement: pay the medical bill they promised verbally to pay. That is their legal responiblity.

Business

Response:

August 6, 2013

Review: I have been wrongly billed for a vehicle I never owned and sent to collections due to American Family's error!

My mother purchased an auto policy through American Family and her agent at the time was [redacted]. He told her that she could qualify for a multi-car discount if she would add my vehicle (even though I did not live her). So we added my 2011 Chevy Cruze in May 2013. My health began to decline a few months later. On April 11, 2014 I had to sell my car due to my health issues. We notified [redacted] that same day so he could remove it from her policy. We told him that I DO NOT DRIVE ANYMORE. This was all communicated via a phone call. The following month my brother had to move in with our mother and she added him to her auto policy. Although he came to visit me from time to time to help me around my house, he lived and therefore "garaged" his vehicle at her house. Shortly after this move I received paper work on an auto policy paper work and insurance ID cards at my residence in both my name and my brother's name with my previously sold vehicle's information all over it. I told my mother about this and she said she called [redacted]'s office and spoke to his assistant [redacted] who stated it was a "cutting & pasting error" that they pasted my previously removed vehicle's information in to the policy instead of my brother's vehicle. So when the corrected forms came it showed my name listed first and my brother's name listed second and his 2014 Mitshubishi Outlander info as well as MY address. I emailed [redacted] and never received a response (which was the norm for him...if I ever got a response it was his assistant responding from his email account. The same assistant that has made many previous mistakes including this one). I had my mother call because I should have nothing to do with the policy and it should only show my brother's name and his vehicle at my mother's address. For some unknown reason this is hard for [redacted] and or [redacted] to understand. [redacted] made up some sort of excuse and it still never was fixed. When ever additional mailings about bills or anything else would arrive it would come in my name only at my address, but with my brother's car. After many errors and nothing ever being taken care of my mom chose to leave American Family insurance in November 2014. We heard that [redacted] had left this agency around the same time my mom canceled all of her policies with them, but [redacted] was still there as well as a new agent to take his place. My brother lost his job shortly after this so the final bill that came in my name at my house but for his car (because why would our agent every correct anything despite our many emails and phone calls). He has been unable to pay the final bill due to no income yet American Family still kept ignoring me when I received that bill and gave them the correct name and address to bill it to. Now it has been forwarded to Credit Collection Services. It is not fair that I am being sent to collections for a car and a bill that is not mine because American Family is too ignorant to make the corrections after a dozen requests!!Desired Settlement: I want American Family to REMOVE MY NAME, ADDRESS, etc etc from anything to do with the 2014 Mitshubishi Outlander. They need to notify Credit Collection Services that this collection request is invalid and to remove it and reverse all negative credit reporting that they have made in my name and cease all collection efforts on this. It should be billed to my brother, [redacted]

Business

Response:

March 3, 2015

Review: PLEASE BE ADVISED, I [redacted] AND [redacted], HAS BEEN A LOYAL CUSTOMER WITH AMERICAN FAMILY INSURANCE FOR MORE THAN A DECADE AND HAS ALWAYS APPRECIATED YOUR COMPANY. WE HAVE NEVER FILED A CLAIM AGAINST OUR POLICY. AND OUR DRIVER RECORD IS GOOD AND CREDIT HISTORY. I FEEL COMPELLED TO WRITE BECAUSE NO ONE HAVE EXPLAIN MY RENEWAL POLICY INCREASE OF( $674.00) FOR MY AUTO INSURANCE AND $(108) INCREASE FOR HOMEOWNER INSURANCE. IN 2013 WE PAYED FOR AUTO(-$1,793.00) IN 2014 INCREASED TO($2,464.20) HOMEOWNER/INCREASED 108.00SINCE I HAVEN'T ANY REPLY FROM MY AGENT REGARDING THIS MATTER NOR CORPORATE I HAVE FILE A COMPLIANT WITH THE ILLINOIS DEPT OF INSURANCE /INSURANCE COMMISSIONERS. DUE UNFAIR AND DECEPTIVE TRADE PRACTICES.IF YOU ANY QUESTION PLEASE CONTACT US ###-###-#### OR E-MAIL [redacted]sr.[redacted]@yahoo.comSINCERELY,Requested Resolution: EXPLAIN TO US WHY, THE RENEWAL POLICY INCREASED FOR AUTO ($674.00) AND HOMEOWNER INCREASED TO $(108.00)MY WIFE AND I HAVE BEEN LOYAL CUSTOMER, NEVER FILED CLAIM NOR HAS ANYTHING WITH OUR HISTORY OR RECORDSI HAVE CALLED CORPORATE OFFICE HEADQUARTERS ASKED FOR CEO- DANIEL R SCHULTZ WITH A REPLY.MY CONCERN PLEASE EXPLAIN THE HUGE INCREASE AND UNFAIR DECEPTIVE TRADE PRACTICES.Desired Settlement: PLEASE BE ADVISED, I [redacted] AND [redacted], HAS BEEN A LOYAL CUSTOMER WITH AMERICAN FAMILY INSURANCE FOR MORE THAN A DECADE AND HAS ALWAYS APPRECIATED YOUR COMPANY. WE HAVE NEVER FILED A CLAIM AGAINST OUR POLICY. AND OUR DRIVER RECORD IS GOOD AND CREDIT HISTORY. I FEEL COMPELLED TO WRITE BECAUSE NO ONE HAVE EXPLAIN MY RENEWAL POLICY INCREASE OF( $674.00) FOR MY AUTO INSURANCE AND $(108) INCREASE FOR HOMEOWNER INSURANCE. IN 2013 WE PAYED FOR AUTO(-$1,793.00) IN 2014 INCREASED TO($2,464.20) HOMEOWNER/INCREASED 108.00SINCE I HAVEN'T ANY REPLY FROM MY AGENT REGARDING THIS MATTER NOR CORPORATE I HAVE FILE A COMPLIANT WITH THE ILLINOIS DEPT OF INSURANCE /INSURANCE COMMISSIONERS. DUE UNFAIR AND DECEPTIVE TRADE PRACTICES.IF YOU ANY QUESTION PLEASE CONTACT US ###-###-#### OR E-MAIL [redacted]sr.[redacted]@yahoo.comSINCERELY,Requested Resolution: EXPLAIN TO US WHY, THE RENEWAL POLICY INCREASED FOR AUTO ($674.00) AND HOMEOWNER INCREASED TO $(108.00)MY WIFE AND I HAVE BEEN LOYAL CUSTOMER, NEVER

Business

Response:

September 24, 2014

Review: The Insurance agency is not considering all facts in pursuing payment for damages concerning claim. I am being asked to pay for Medical bills that are considered as Fraudualant by most standards. Remember I was a direct witness to the other driver's so called medical issues. I made an effort of avoiding the accident by applying my brakes before the intersection 10 - 15 feet before the edge of intersection, and before the white stop indicator on the street. Your other insured driver took off early from his stop light to proceed without caution or regard for laws put into place for our safety. My vehicle only continued further because of unusual circumstances (excessive sand on the pavement, that had not been removed in a reasonable amount of time). My vehicle was declining in speed when involuntarily sliding on the sand into the intersection. The other drivers vehicle accelerated drastically into the intersection (I believe drag racing is a punishable offense in this state). His driving disregarded the red light on his side by three seconds which allowed him to be deep into the intersection. This would have been three quarters of the way across the intersection before even coming in contact with my vehicle. Local insurance agent had no problems understanding this concept. If you want to Sue lets try suing the city for negligence in maintenance. Please be advised, I have developed a stress related vibration in daily activities with arm and hand functions. I will be pursuing documentation to these medical issues for later use. Sincerely, July 7 2014Desired Settlement: Your insurance company has the obligation to provide for the other insured, but at what means? The other insured was 10 times at fault for his own actions, than I was for my car involuntarily sliding on sand into the intersection. The other driver paid his premiums. Then cover him with the insurance he deserves. I was declined by State Farm and The Hartford in this case. I am now being subrogated into submission.

Business

Response:

July 10, 2014

Review: The complaint is that American Family Insurance billed me for $27.00 after I signed and paid $352 for an annual home insurance contract. I pointed out that they (with the use of an assessor/inspector) incorrectly assigned the year my house was built to be 2011 but my house was actually built in 2010. After I paid for the annual insurance policy, American Family Insurance billed me for an additional $27.00. This additional bill doesn't make any sense and seems like a company trying to take advantage of people.

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

Bill of $27.00 eliminated.

Business

Response:

July 10, 2014