American Family Insurance

Review: A friend has insurance w/[redacted], w/ American Family Insurance. I have 2 mustangs that I put a lot of money in performance parts into. My current provider did not provide coverage for after-market parts. AmFam did. My friend brought my car to Mr. [redacted] to see if he was able to insure the parts, so he could see the vehicle & take photos of parts. My friend called me from Mr. [redacted]'s office & put him on the phone. I was at work at the time & told Mr. [redacted] that I could send receipts for the parts, but would need to ensure all information in the policy was accurate & acceptable (wanted in writing) before switching as I am very meticulous w/ details & wanted the info to be accurate in case there was ever a claim. The 1st issue: I repeatedly gave both Mr. [redacted] & his assistant my info as [redacted]. They listed my policy as [redacted]. My FORMER NAME was [redacted], never [redacted]. 2nd-they placed my ex-husband as named insured. I asked them repeatedly not to & a direct quote from Mr. [redacted] email states: "I wanted to let you know we did not list [redacted] as anything but a listed Driver, not a Named Insured". They req'd me to cover him as a "licensed driver" since he's staying in my home until he can find another home. I don't know how my friend who referred me, but lives in my home, was not required to be on my policy nor I on his. There was NO disclosure about a credit check. I did not give permission to pull my credit but received 2 letters from AmFam that my credit was the issue. (Filed Ch. 13 for medical debt). I had asked repeatedly why premiums were so much higher-never was credit mentioned by anyone. I was forced to have the same value of underinsured coverage for myself as my liability protection & was told it was the law. It is not. No policy dates match, I was never given copies of any papers I signed after multiple requests & when I told Mr. [redacted] I felt he had been dishonest, he flew off the handle & said he's cancelling me "ASAP". He had no legal authority to do so

Product_Or_Service: InsuranceDesired Settlement: DesiredSettlementID: Refund

I want nothing less than a written letter of apology & FULL refund of every penny paid to MY NAME ONLY-they put my ex-husbands name (since they had said "named insured" for him w/o my permission on MY POLICY) on the small refund checks. I was quite polite, albeit firm, when I sent an e-mail to Mr. [redacted] letting him know my disappointment & frustration for the dishonest way I was dealt with. A lesser response is unacceptable. The checks they sent are UNCASHABLE-My nam

Business

Response:

January 17, 2014

Review: Policy U183681-7 Agents actions are extremely suspect, if this cannot be resolved I feel inclined to file complaint with state Insurance board, and possibly a criminal complaint.

We have financial issues, that make this policy too expensive. I was told by email that automatic payment would be done twice month. Instead the full $384 was pulled and this caused 8 NSF charges of $35 each. Agent denied that 2 auto pays a month were even mentioned. Fortunate for me there are emails to confirm this. It is clear now the agent was less than forthcoming, he was more worried about maintaining his commission than being honest and I believe he had mis-lead me by his mistake or deliberately.

I was told by email the amount was $3727, the form he sent had no values listed. I signed this without really looking, I was trusting [redacted]. Attaching emails, that show this correspondence.

Also it should be noted we did great deal of business with American Family, myself and many family members. A number of years back we reported storm damage to our home, many roofs were replaced in our neighborhood. Agent talked a great deal about how these were overreactions, and American Family inspector came out, and said yes there was damage but it was nothing to be concerned with and filing a claim would result in higher rates.

We were encouraged not to file, we found out later, that American Family was making it hard to honor claims, and we found the roof was much more damaged that we were told. It was replaced, last year. We dropped American Family house and car insurances when rates skyrocket, yes apparently we paid for all the other roofs that got replaced, right about the time it was in the news that American family was being investigated in the state of Wisconsin and other states too.

I mention this because there is a history of distrust, and these recent events is making it clear the actions of agents are not regulated by the Insurance giant.

Honestly I would not know if we would have cancelled the Insurance Policy giving that we were provided the correct information in the first place. I have deposited the check, and after recalling all these issues, I more of my fill of these distrustful practices. I would rather someone resolve this quickly and we both move on, but given no other choice I will pursue all recourses available to me. I’m working with [redacted], but I do feel this needs to be reported and on the record, to insurance board, CEO of American Family and all social media outlets.

When you cannot trust an agent for a Major Company in the `USA it is a poor reflection on the agent, company and all other employees that work there. A company that allows such actions should have its license pulled by the state of Wisconsin. For all of these reasons I’m asking for full cash value, plus NSF charges from our bank. It is clear to me that someone is practicing deception, maybe I’m wrong, but the courts I believe would have great concern. The Judge, Jury, media and anyone who buys insurance.Desired Settlement: Full refund of 5221.06 payment of NSF Fees

Business

Response:

February 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 February 18, 2016. Sincerely,

Review: I have had American family insurance for 50 years. On November 19th, 2014 I was a passenger in a car drivin by

[redacted]. we were hit by an uninsured motorist and I sustained a whip lash injury.

After paying 3000 dollars and saying every month that they would no longer pay for my treatment, they have stopped paying for treatment.

[redacted] had uninsured motorist insurance and she has been a customer of American Family insurance for 40 years.

they are not fulfilling their contractual agreements with us and this is a bad faith problem also.

I also have uninsured motorist insurance with them.

they also insisted that this would be paid under [redacted]s regular medical insurance and not under the uninsured motorist portion of her insurance so that they would not have to give me a settlement.

I want treatment to be reinstated and to be paid by American family insurance and I expect a settlelment.Desired Settlement: continued chiropractic care until I am finished , fulfillment of the uninsured motorist policy and a settlement

for pain and time spent going back and forth to Janesville for treatment.

Business

Response:

September 25, 2015 Revdex.com of Wisconsin RE: ComplaintFile Name: [redacted] 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:

American family insurance has sent me a letter stating that they would give me a settlement of 1500 dollars and pay my chiropractor to date. THAT IS NOT ACCEPTABLE. WHY? BECAUSE I AM STILL IN PAIN AND I AM SEEKING A SECOND OPINION BY GOING TO A MD. SPECIALIST IN MADISON NEXT WEEK.ALSO BECAUSE THAT IS PEANUTS AND IT IS AN INSULT AND IT IS THE LOWEST AMOUNT THAT THEY CAN MUSTER.BECAUSE THEY WERE SO NASTY AND STOPPED PAYMENT SEVERAL TIMES WITHOUT REGARD TO THEIR FIDUCIARY RESPONSIBILITY TO ME.AND MOST OF ALL BECAUSE THEY LIED WHEN THEY SAID THAT THE CAR HAD ONLY A FEW SCRATCHES ON IT AND SO IT WAS NOT MUCH OF AN INJURY. ALL DOCTORS AND CHIROPRACTORS AND ATTORNEYS KNOW THAT WHEN THE CAR HAS LITTLE DAMAGE THAT THE BRONT OF THE FORCE OF THE IMPACT IS FELT BY THE PERSON IN THE CAR AND THIS CAUSES GREATER DAMAGE TO THE PERSON, NOT LESS.I AM TIRED OF THEM TRYING TO TWIST THE TRUTH TO AVOID THEIR RESPONSIBLITY TO ME AS A PAYING CUSTOMER AND TO THE DRIVER, ALSO A PAYING CUSTOMER. I WILL ONLY SETTLE WITH CONTINUED PAYMENT OF MY MEDICAL NEEDS AND AN AMOUNT THAT IS NOT A SLAP IN THE FACE. [redacted]

Business

Response:

RE: ComplaintFile Name: [redacted] The above additional complaint/inquiry was receivedtoday. The privacy laws require us toprotect the confidentiality of non-public information relating to our consumersand others who rely upon us. Maintainingthe confidentiality 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:

I would rather do this over the phone. and I am going to contact them to see if they will give me any more money. I have sent this out twice with detailed info about them but you did not ever get them.so please notify me when you get this and by that timeI can make up my mind about how I want to handle this.I have

Review: I was hit by a car on Sept. 19th, 2014 by an American Family Insurance policyholder. I have obtained the services of an attorney. According to my attorney, all paperwork was sent to American Family Insurance on or about Dec. 31st, 2014. I was assured that the policyholder wants this settled. As of today, neither I nor my attorney have heard from American Family,Desired Settlement: I would like what is owed me. I believe that either a) American Family is dragging its feet or b) my lawyer is cheating me.

Business

Response:

February 18, 2015

Review: Extremely ride adjustors, purposely making me wait to get claim handled. Offered a small percentage on an insurance claim that is 100% their fault. Police report and my insurance company both state other party is at fault and they refuse to pay. It has been 2 months since my car was totaled and I havent seen a penny. Tried "denying" my case without even looking at the pictures of the area and how the accident happened?Desired Settlement: I want the true value of my car, reimbursement for the rental car I had to get the first week to keep my job, and reimbursement for the mental anguish of losing my job due to lack of transportation especially while in the middle of a child custody case. My health issue regards my mental health. My car is my lifeline, and my world jas been turned upside down without a vehicle. If they agreed to 50%, why haven't I at least seen that? This is making me go crazy.

Business

Response:

June 25, 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,

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.

Review: I have been insured with American Family/[redacted] since 5/2013. I have my homeowners and 2 vehicles with them. A year or so ago my bosses son had an accident and he found out he did not have rental reimbursement. When I heard this, I called [redacted] and asked if I had rental reimbursement. He said no and I told him to please add it, which he did. In March of 2015,I called [redacted] and asked him what the savings would be per month if I dropped comprehensive from my policy for both vehicles. There was a significant savings, so I told him to go ahead and cancel it as both cars were old and I didnt think anyone would want them enough to steal them. Just to be safe, I sent an email that said: Just to be sure, comprehensive covers theft and fire, yes? I told him it was a go and that ended that. The following month, my auto debit from American Family went through but it was the same, no credits were applied. I called [redacted]'s office and asked the girl if my policy was changed. She said no, but she could see the quotes [redacted] had sent and she would put it through. Around the 6th of May, I saw that the new payment had been put through and all seemed OK. On May 14th 2015, I was in an accident. My car was pretty bad. I called [redacted]'s office and spoke with [redacted]. I told her I wanted to report an accident and that I needed car rental information because my car wasn't drivable. She told me I didn't have rental reimbursement. I told her yes, I did. I looked at my insurance card and saw the RR. She said I needed to talk to [redacted] because all I had was liability. She said if you cancel comprehensive insurance, you automatically cancel other coverages -- one being rental reimbursement. I said WHAT, I have nothing?? She put me on hold to speak with [redacted]. [redacted] got on the phone and wasn't very nice. He said he had emails. I said I do too. I sent him the emails where I reiterated that COMP was just fire and theft. He then said he could go back and reinstate the collision but he wasn't going to pay for a car. My car sat in my drive from 5/14/2015 to yesterday, 5/21/2015 waiting for American Family to reinstate collision which was added after I had to give a sworn statement to AmFam corporate on what happened. So, a week has gone by and I am renting a car that I will not be reimbursed for nor is it being repaired because I am waiting for AmFam to reinstate my coverages because my Agent made an error. I've paid thousands of dollars over the last 2 years to maintain and insure my property. The ONE TIME I have a claim, I do not have the coverage I thought I had because the AGENT MADE A MISTAKE! This is NOT fair. I want restitution from this Agent. I want the car rental coverage that I DID NOT CANCEL to cover my car rental. Please call me if you need any further information.Desired Settlement: DesiredSettlementID: Refund

Refund of the cost for the rental car I am using until my vehicle is repair.

Business

Response:

May 29, 2015

Review: I terminated service with them and they continue to send me letters to [redacted]. I do not live there anymore and I place the letters back in the mailbox however I continue to receive them back. Their sending letters to the wrong address also to one I do not reside at. I've tried speaking to customer service and always get put on hold for 10 minutes at a time. I do not want their business. When I was a current customer they treated me bad, now I'm not a customer and continue to be mistreated.Desired Settlement: Need the letters to completely stop! Like I never existed. No more letters or advertisement!

Business

Response:

November 3, 2014

Review: We called American Family Insurance about a claim due to a leaky root, which we will be senging in a seperate compliant. While we were waiting for them on the outcome we received a letter from them stating that they ran a credit report on myself and my spouse whom is not on the house. They informed us that we could receive a free copy of our credit report from TransUnion LLC. Neither my self or my spouse request or gave them permission to ran a credit report and when I called the 1-[redacted] number listed on their letter head they stated that they didn't know anything about a credit report being ran. As you know any time someone runs a credit report it effectively lowers your credit score when done unnecessarily.Desired Settlement: I would like for this to be known for anyone who would check on the Revdex.com's website for a rating of American Family Insurance that they will run a credit report without your permission and claim they know nothing about it and then send you a letter on their letter head. If you would like a copy of the letter please contact me.

Business

Response:

August 19, 2013

Review: Approx. March 2014, I submitted a claim with American Family due to wind damage. My roof, siding and hot tub cover was damaged. American Family sent out Five star restoration (which they have been great to work with) due to it would be a lot faster to get the claim processed, due to it was there contractor, [redacted] with Five Star stated he would have to replace my roof due to the wind damage and could not warranty my roof due he could not tie into the shingles, my roof was in good condition before this wind damage.

My insurance adjuster Kurt came out and verified my roof was in good condition to received coverage back in 2009.

[redacted] from Five Point submitted the estimate to American Family, there was a lot of phone tag and not knowing who the adjuster was, months down the line I was told the adjuster was [redacted], he came out the first time and stated he did not have a long enough ladder, so he could not perform the inspection. A month down the road when I talked to my insurance agent [redacted] and [redacted], they put a fire under [redacted] to get the inspection done. At that point I told my insurance agent not to have [redacted] on the case due to it would be a conflict of interest, due to [redacted] getting into trouble for not taking care of this claim in a timely manner and for me stirring up trouble for him.

[redacted] came out again with [redacted] from Five Star, went over the roof, [redacted] did not say one word to me, I did not know who he was until I asked [redacted], then [redacted] told me it was [redacted]. Today I received a email stating they are only paying $3,000 out of the $11,000 bill that was submitted by there contractor. That does not cover the siding or the roof.

I have not submitted an auto claim or home owners claim in over 5 years,Desired Settlement: I would like American Family to Replace my roof as per there contractor, repair all the damage siding and anything else that was caused by the wind damage. Also due to taking so long to fix the siding I have a spider and a really bad wasp problem going into the siding that I would like them to take care of.

I would also like $2500 due to wasting my time and stress do to there ignorance of the adjuster.

They stated if I used there contractor it would be simple and quick, 4 months later is not quick and the out come has been a joke

I pay into the insurance every month without fail, I would like American Family to do the same when there is a claim.

Business

Response:

July 23, 2014

I paid my Insurance in full and my check was returned (Yes, I have more than enough to pay it) and my policy cancelled on Christmas. I'm extremely unhappy with the business ethics and practices of this place. I wouldn't recommend this insurance agent to anyone.
The Office Agent was: [redacted]

Review: It has been 2.5 weeks since I was involved in an accident with a client of American Family Insurance. Although their client clearly ran a stop sign and is 100% at fault, I am still waiting to hear back from the company so that I can move forward in repairing my vehicle. I have been unable to get through to anyone above entry level. I have left numerous messages with managers and claim specialists to no avail. Previously I had been a member of American Family for 14 years but left at the beginning of 2014 due to poor customer service. I will never use this company again if I can help itDesired Settlement: I would like a manager in the claims department help me move forward on this matter

Business

Response:

March 10, 2014

Review: An American Family client caused an auto accident resulting in my vehicle being a total loss.

The company used to evaluate my vehicle used the improper model to estimate the value of my car.

I gave examples of the exact model and current market values. The company refused to consider the information provided. I was provided the list of vehicle used to evaluate the value and pointed out that the examples most of which were 2 option packaged below my vehicle. The eveluation lacked the major options of a dual transfer case, leather interior, heated seats.

I provided exact examples of current vehicles for sale with the report by AutoSource included 2 vehicles listed for sale almost 3 months earlier (all of which were significantly lower values) than the current vehicles on their list.

Of the 3 currently availble vehicles on the report all of which were valued at more then the offer more my car , that were still 1 or 2 trim levels below my destoryed car. Yet my car was valued up to $1835 LESS than those on the report.Desired Settlement: I would like to receive fair market value for my vehicle.

Business

Response:

December 27, 2013

Review: I was recently involved in a car accident. The other driver is insured with this company, he was at fault. My car was totaled, and I had bruising and severe back and neck pain. From the moment I spoke to their injuries agent ([redacted]) it was a nightmare. She was arrogant, condescending and plain rude. I asked her politely to call me when she received all the documentation she requested. I faxed all the documents requested of me from my own insurance co. I now find out [redacted] called my insurance agent and told her this case was none of her business that she needed to stop helping me with this since she's not a lawyer. How dare this person call my insurance and treat them that way. My insurance is there to help me in any car accident i'm involved in. Mrs. [redacted] was then told, by my agent, this is the a service they offer to us for being a state farm customer. Any documents that need to be faxed over or anything that needs to dealt with regarding me. I waited 3 weeks for a phone call. I finally called her supervisor, and explained what the issues w [redacted] were, she then informed me she couldn't transfer my case to someone else. After haring this I lost it, you mean to tell me I have to deal with this person who isn't willing to help me? Her supervisor then said she would transfer my case to a bilingual agent. I'm not sure what Mrs. [redacted]s problem with me was, maybe because I spoke spanish the first few times. I felt discriminated, as was being treated this way because of a language barrier. Its been over a month and my medical bills, work time off hours and pain and suffering has not been dealt with.Desired Settlement: I would like this matter not be over looked, I would hate for [redacted] to continue to treat people like dirt. How dare she. I would also like this company to come up with a settlement thats fair. All paperwork was faxed over, and don't wish to wait another month in a half for a solution.

Business

Response:

November 22, 2013

Review: American Family Insurance Co. continues to avoid the monetary settlement owed to me. It is now well past 90 days since the incident - and counting...Desired Settlement: To be properly reimbursed for the value for the vehicle plus "inconvenience" time (being without a replacement vehicle) .

Business

Response:

October 22, 2013

Review: This is a formal complain to American Family Insurance regarding the manner in which they dealt with hail damage to our roof that occurred on April 28th, 2014. For context, we have been clients of American Family Insurance for 20 years now and we have never made any serious claims prior to this.

After the hailstorm in April, our roof, along with our neighbors’ roofs, was damaged. Naturally, we filed a claim to American Family Insurance (AFI) to get it fixed. We called on a Saturday, and the first inspector sent over insisted on coming the following Monday. When we requested that he come on a later date so that we could make arrangements to be at home and meet him, he flat out rejected the suggestion, saying there was no need for us to be home, clearly indicating he didn’t wish to meet us. After his inspection, he claimed there was no damage to the roof or shingles, only slight damage to the aluminum cover of the vent.

We weren’t too sure of his diagnosis, particularly since all of our neighbors had successfully filed for roof damage with their insurance companies and go their roofs fixed. So, we hired a professional roofer to come take a look. The roofer immediately found damage on the roof itself and took pictures of the damage, which he sent to AFI. In response, AFI sent a second inspector. Once again, this inspector called on a Friday and insisted on coming the next Monday. This time, we were firm in requesting he come at a time when both we and the roofer could also be available. On the chosen day, the inspector arrived 20 minutes early. He did a very brief inspection, checking only a portion of the roof, and claimed there was no damage. The roofer then arrived, on time, and wished to show the inspector the damage. At this point the inspector REFUSED to be shown the damage and even yelled at the roofer to “shut up”, when the roofer requested he look at the other side of the roof. The inspector claimed he had never seen the pictures sent to AFI and that if there was actually damage then he must be “an it”.

Following this, we filed a complaint to AFI over the conduct of the second inspector and the fact that our roof was still damaged. At this point, AFI refused to send over a third inspector and instead wanted a third-party appraisal. We agreed to have an appraisal. Our appraiser did a preliminary inspection of our roof and concluded with 100% confidence that there was damage, and agreed to represent us. The appraiser chosen by AFI was from the St. Louis area. As is typical, both appraisers must agree on an umpire in the case of disagreement. The AFI appraiser sent us a list of potential umpires, but upon further examination, all of the umpires on the list were either located in the St. Louis area and did not want to travel all the way to northern Chicago or they were associated with AFI. Our appraiser did not agree with this clearly biased and unrealistic list and asked for additional names. The AFI appraiser did not respond. In fact, the AFI appraiser has been completely ignoring all attempted communication (email, phone, fax..etc) from our party since September, 2014. It has been about nine months now and we have still not heard anything from the AFI appraiser. When we contacted AFI about this, they claimed that the situation was out of their hands and nothing could be done until the two appraisers agreed on an umpire.

It is now June of 2015, and altogether, we have been dealing with this situation for over 12 months now. We believe that American Family Insurance has acted extremely unscrupulously in this matter. We have expended a great deal of time, energy, and money, in the attempt to reach a reasonable conclusion, but in every case have been rebuffed by severe rudeness and amazingly poor customer service. All we wish is to have our roof fixed, but we are truly shocked by the degree of inconsideration shown by American Family Insurance.Desired Settlement: We want our claim be fairly handled by AFI. We want AFI can appoint an appraiser who close to Chicago area and willing to work with our appraiser, so they can choose an umpire, and make an agreement for the damages.

Business

Response:

June 5, 2015

We received this complaint 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.

I have asked the appropriate departments to research these concerns and will have a response sent directly to the complainant within ten business days from the date of this letter.

Thank you,

Consumer Affairs Advocate

American Family Insurance Company

Review: My car was carelessly smashed by a Am Fam Insured back on March 4, 2015. The process took over three weeks for them to contact me about their position of responsibility. I was very hurt in the accident, I had a concussion but I knew that I would be okay so I felt that I did not need medical assistance. I did not pursue any type of legal action. I assumed that they would take care of my car situation with providing access to a comparable replacement vehicle.

The assumption was not correct. They have told me that they are done with me. The American Family Insurance employees have offered me less than wholesale value to replace my car. This means that I will have to dig out thousands of dollars to get equal value.

I believe that this company is taking advantage of me and my situation that they have put me in.Desired Settlement: I need a fair market payment for the replacement of my car. The value is of my car is $12,850. for an above average condition with 92K. This has been verified by Manheim auto auto auctions.

Business

Response:

April 27, 2015

Revdex.com of Wisconsin

10019 West Grenfield 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]

Consumer

Response:

Review: one of American family insurance clients ran into my car all the estimates were $2400.00 to $2500.00 to fix. they say they will only pay $900.00 to fix it and that's just the way it is even though were not at fault in any way.the car should be fixed properly the way it was before the crash.They say it will be fixed the way they want it done with filler not new parts AND THERES NOTHING I CAN DO ABOUT IT.Desired Settlement: FIX IT THE RIGHT WAY

Business

Response:

July 1, 2013

Review: On 27 March 2015 our Chevy S-10 was totaled by an insured of American Family Insurance, who accepted responsibility in writing for both the medical portion of our claim (which was promptly settled), and the casualty loss on the vehicle, for which no settlement has yet been reached. The first AFI adjuster assigned to our claim was brusk and dismissive of attempts to question the valuation he assigned to our truck. Evidently he is no longer with the company. Correspondence with his replacement began on 9 October, and has since included yet another individual who identifies himself as a "Casualty Claim Adjuster" and the "main person" handling our claim. Responses to our correspondence to them have been as much two to three weeks in coming, via email, and have included stalling tactics such as automated "out of office" replies and attempts by each to assign responsibility for adjudicating aspects of our claim beyond vehicle value to the other. Our patience and attempts to engage in reasonable discourse regarding a fair and mutually acceptable settlement have been studiously ignored, despite our providing all the documentation and rationale requested. To have this process drawn out over nine months, despite AFI's having acknowledged liability, seems a deliberate attempt to escape financial responsibility for their insured. Since the process includes the conduct of at least three individuals, it clearly seems a matter of company policy to avoid paying out settlements.Desired Settlement: An acceptable resolution for us would involve acknowledgement of and reasonable compensation for our casualty loss, including not only a mutually acceptable value on the vehicle loss, but also for loss of vehicle use, (during the period prior to AFI'S acknowledgement of liability), loss of wages (for missing work to meet with their claims adjuster), and loss of time involved in defending our claim (for which attorney's fees which have been much, much higher.)

Business

Response:

December 23, 2015 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 January 7, 2016. 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 have been with American Family for around 12 years. During the winter of 2013-2014, I had an issue with my home and contacted my agent to file a claim. An adjuster was sent to my home and spoke with my wife. He subsequently denied the claim citing that the damage was caused by hydro-static pressure. Prior to the adjuster coming to my home I had a foundation expert and a structural engineer tell me that the damage was NOT due to hydro-static pressure and cited several reasons and proof as to why. I contacted this adjuster who was extremely rude and unprofessional with me over the phone stating only that he "will not re-open the case". I then contacted my agent, [redacted], who informed me that he would speak with his boss and get the matter resolved. He further said that he would personally come to my home to review the damage, and to give him some time to work on the issue. Over the next nearly 5 weeks, I consistantly called my agent to check on the progress of the claim and was repeatedly told that he was "in a meeting" or simply "Not available". After this amount of time, I decided to go with another insurance agency, and called to cancel all of my policies with [redacted]. When I called to cancel I was told that he was not available to which I replied that I needed to cancel. I was put on hold and [redacted] then picked up the phone. I informed him that I had gone with another insurance company and he asked "Which company", to which I replied "A better one". He then said that he would like to retain my business and asked if there was anything he could do to keep me. I said no and terminated the conversation.A short time later, I received letters stating that per my request, the policies had been cancelled. I also received a bill for $123.46. Due to the fact that I had not received services that I had been paying on for nearly 12 years, and the fact that I had cancelled my insurance with American Family, I did not pay the bill. [redacted] then sent the bill to collections and I received a notice.Desired Settlement: I will not pay for services I did not receive. I want the bill removed and the credit agency contacted to remove this from my credit report. I was not allowed to speak with [redacted] until I wanted to cancel my policies.

Business

Response:

October 16, 2014

About 10 months ago American Family insurance company refused to allow us to renew our home and auto policy due to our sons driving record which is not really that bad. He was 23 years old at the time and was not on our insurance and had his own insurance. The only reason they gave us is he lived in our home. I thought as a US resident I was immune from such UnConstitutional discrimination. To punish us for a 23 year old because he lives in our house has got to be illegal. After talking with other people it seems they have done this before. They need to be sued I guess.