Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  auto owners insurance road services tow truck driver towed my truck. took my key to load his truck and didn't give the repair shop the keys, so now I am having to get a replacement key, At my cost around ******. Auto Owners said I can't prove their guy lost anything. but their driver had the key when they picked up the truck. Bad service they gave me a time to pick up the truck from 9 to 10 and didn't get to pick up the truck until after 3pm .

  

  Business response

  01/31/2025

  We appreciate our insured reaching out about their experience. We are looking into this matter will be contacting our customer to discuss their 

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue is the communication with Tyler p*****, my claims adjuster. He has been very difficult to communicate with. There has been a lot of issues getting him to respond to me, or keep me up to date with the process. I also believe things have not been getting done in a timely manner. He will wait days or weeks to respond to things or get task done which have only prolonged this process. I have reached out to his supervisor Derrick F****, with what seems so far to be of no help. I tried to reach back out to Derrick, his secretary refused to let me speak with him. I have also reached out to Courtney F*****, Derricks manager, in hopes to get some type or response

  

  Business response

  01/21/2025

  Thank you for the opportunity to re*pond to ****** *’s complaint. We have followed up with him by phone to further discuss his claim. 
  

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to my disabilities as i am 100 pecent disabled thru the va I have only found a job driving ***** I was in a wreck on oct 23rd by a policy holder under auto owners, due to that I had to put my truck in the shop on Dec 5- thru Dec 27th. Because it was in the shop i was not allowed to drive for **** because enterprise does not allow us to drive for **** with their rental. **** would also not allow me to use a vehicle without registration so i could not make any money. That meant for the month of december i could not make a paycheck due to their policy holder wrecking into my truck. The insurance company adjustor mr. ****** from the new albany office told me they would give me a loss of wages once i got my truck back on the 27th. Got it back on the 27th and the insurance company transfered my case to lecington office. When i finaly got aholf of a supervisor they said since there was no injury they dont have to pay me for not being able to work. This is rediculas as its december, xmas, i have my daughter who lives with me and im a single father. Now she got no xmas this year and my mental state is taking a turn for the worse because now my depression and ancuety is thru the roof.

  

  Business response

  01/22/2025

  Thank you for the opportunity to respond to this complaint. It is the Company goal to pay all that is owed on each and every claim. We believe we are meeting that goal, and apologize if there was any misunderstanding as to what might be owed on this claim.

  Customer response

  01/26/2025

   
  Complaint: 22760666
  
  I am rejecting this response because: Yes they made only the effort to pay the bare minimum required by the law the bare minimum. They did not care that because of their insurers fault of crashing into my car that I was not able to work because I was not injured. Just because there is no injury doesn't mean that I can still work, I am a disabled veteran who as of the last 11 months has only been able to find 1 job that works with my injuries and multiple doctor appointments. So when I wasn't able to do that job from Dec 5th until Dec 27th that put a strain on me financially which in turn caused me severe mental stress and still does to today. This adversely effects my physical well being and now I'm in more pain. This also happened to be during the x-mas month which destroyed me mentally more and I wasn't even asking for a whole month of pay h*** just half a months pay would have been enough to help me financially and mental recover. This company doesnt care about the person just their bottom dollar
  
  Sincerely,
  
  ****** *******

  

  Business response

  01/28/2025

  Thank you for the additional feedback. It is the goal of Auto-Owners to pay all that is owed on each Claim. We believe we have done so in this case by paying to repair Mr. ******** vehicle and providing loss of use of the vehicle during the period of repair. 

  Customer response

  01/29/2025

   
  Complaint: 22760666
  
  I am rejecting this response because: Yes you gave me a vehicle to get to my appointments but not to provide myself with a paycheck as I could not use the rental from enterprise for work as I drive for ***** I lost out on 3 weeks of pay and now im behind on bills and mortgage. This is due to your insurer hitting me with his car. I was not injured but because of the accident I lost wages that I was not able to make up with the rental. it mine as well be the same as if I was injured as I could not legally work.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay an insurance premium for rental car coverage during a claim. I pay for the highest offered option. We made a claim and the insurance company has been dragging their feet and defrauding the customer in an attempt to save their money and not pay out coverage. There have been delays in communication and taking an unnecessary amount of time to complete the repair process. They have refused to extend the rental car coverage despite proof that they would **** *+ days to respond to emails and phone calls.

  

  Business response

  01/10/2025

  Thank you for the opportunity to respond to **** ** complaint. We have agreed and communicated with **** that we will pay the policy limit for rental coverage available on the policy.

  Customer response

  01/10/2025

   
  Complaint: 22759221
  
  I am rejecting this response because: they dragged their feet and wasted the policys coverage. Instead of responding to the repair centers replies in a timely manner, they just sat on their hands. Their employees would call out of work and then no one would monitor their communication lines. Their employees did not respond to emails or voicemails. They were incompetent at their job. 
  
  Sincerely,
  
  **** *********

  

  Business response

  01/23/2025

  Thank you for the opportunity to further respond to this complaint. It is the Company goal to pay all that is owed on each and every claim. We believe we are meeting that goal, and apologize if there was any misunderstanding as to what might be owed on this claim. Auto-Owners has paid the full policy limit available. 

  Customer response

  01/24/2025

   
  Complaint: 22759221
  
  I am rejecting this response because: While you may have fulfilled the bare minimum the policy required, the customer service was horrendous and you wasted my policy benefit be purposefully delaying communication and costing me money out of pocket. This is not acceptable and I find you liable for it.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  12/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My home owners insurance is refusing to address my claim. The adjuster is claiming he will email me certain things i have requested about the claim, but then he ignores it.

  

  Business response

  12/18/2024

  Thank you for the opportunity to respond to ***** Ks complaint. We have followed up with him by phone to further discuss his claim.

  Customer response

  12/18/2024

   
  Complaint: 22697814
  
  I am rejecting this response because:

  I was told in the beginning, one month ago, that the steps being taken now would be taken. It wasnt until i filed complaints with the bbb that anything was done. Now, auto owners insurance is attempting to contact my inspector to have him do the job that **** ******* has failed to do. Twice he failed to do his job, i might add. Auto owners insurance company isnt an insurance company. Theyre an excuse generator. Im disgusted by their gimmick and how they rip off working class families so they can make a buck!! Sickening! 
  
  Sincerely,
  
  ***** ****

  

  Business response

  12/26/2024

  Our response is as follows:

  We appreciate the additional feedback from Mr. ***** We have previously inspected the property twice. Unfortunately, in both cases we were not able to access the roof due to weather conditions. We are preparing to inspect for a third time with an engineer in order to bring the matter to a resolution.

• Initial Complaint

  12/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Refuse to give me a fair settlement for my damages.

  

  Business response

  12/17/2024

  Thank you for the opportunity to respond to *** *. The branch presented a valuation and a total loss settlement amount for *** **'s vehicle. *** *. submitted a comparison value seeking a higher settlement. The branch explained why they disagreed with the comparison value provided and invited additional comparisons he'd like us to review. The branch has recently reached a settlement with *** **

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house was hit by a tornado which lifted the shingles across the entire roof. Auto-Owners insurance company called it "wind damage" and only covered the cost to patch an area. The roofer explained that it is not possible to just patch the roof due to the extent of damage. He contacted an agent named **** multiple times. We sent her photos and she had a second adjuster come out who said that it was obvious that the whole roof was damaged, but **** seemed convinced that somehow a tornado would only damage one small section of a ******* neighbors' insurance company covered the cost of their roof replacement, and that house is within 60 feet of mine. They also paid for siding damage which Auto Owners did not even consider despite the missing paint from debris in the the tornado pelting the side of the house that was hit first. I am currently having the roof replaced at my own expense before more damage occurs. I closed the case so that I can switch insurance companies because the premium is so high at Auto-Owners.Auto-Owners has the responsibility to replace the roof. Photos that were sent show how layers of shingles across the entire roof can be lifted because the tornado lifted them up through the nails.

  

  Business response

  12/10/2024

  Thank you for the feedback on your claim. It is the goal of Auto-Owners to pay all that is owed on each Claim. We believe we have done so in this case by paying to repair the covered damage with a matching shingle. We will be reaching out to our insured to provide more information on the claim.

  Customer response

  12/10/2024

   
  Complaint: 22653915
  
  I am rejecting this response because the roof was not repairable with patches. Damage existed across the entire roof as the shingles were lifted while the tornado passed over.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to please file a complaint against Auto Owners for denying axle damage to our claim, below is email sent 12/5/24: thank you Hi ***-I appreciate your reply, but I do not understand why the axle damage is being denied:-****** of Gallatin notes on page two of attached files, cause-left front axle damaged from impact.-I spoke with ****** **** at ****** of Gallatin on 12/4/24, and he is in agreement that the impact could have definitely caused the axle damage, he told us this on 8/13/24 when at the dealership, noted it in his report and told me this again yesterday.-I have been trying to resolve this issue with Auto Owners since end of September, that is when we found out the person that hit us was denying responsibility. (we were at a stop light waiting to turn when we were hit by the other vehicle)-It took escalation from ******, to Brayden to you in order finally get an adjuster to check out vehicle by Auto Owners.-Auto Owners sent an adjuster (*********** *****) on 12/2/24 but he didnt check the axle, just looked at the body damage.Based on the notes above I do not see how Auto Owners can deny the axle damage.Please provide your supervisors info as I would like to escalate.Thank you,**** ***** From: *******, *** *********************** Sent: Thursday, December 5, 2024 6:29 AM To: *****, **** ***************** ***, Brayden <*********************************>Cc: ******, ****** ************************** *****, *********** ****************************** OHPAAuto.Clm <*******************************>Subject: [EXTERNAL] RE: Claim 300-0651913-2024-IV1 Good morning ****, this claim has already been escalated and our decision has been made. I apologize that our findings are not want you think they should be. ***** R. ******* (***), CPCU, AIC OHIO AUTO CLAIMS MANAGER AUTO-OWNERS INSURANCE P.O. ************************* p: ************************ ********************* *******************************

  Customer response

  12/05/2024

  Hello-Please take note that this is not a duplicate complaint. I have contacted you about Auto Owners for tornado damage to our house prior to this claim. This claim is about an auto accident we were involved in on 8/12/24. Auto Owners is denying part of the claim for axle damage repairs but we have written confirmation that the axle damage could have been caused by the accident.  Thank you, **** *****

  

  Business response

  12/11/2024

  Thank you for the opportunity to respond to **** Bs complaint. We understand he is unhappy with our coverage position. We will follow-up to see If he has any additional information pertaining to the cause of the axle damage, which we would be happy to review.
  

  Customer response

  12/11/2024

   
  Complaint: 22644375
  
  I am rejecting this response because: 

  From: *****, **** <*********************>
  Sent: Tuesday, December 10, 2024 1:20 PM
  To: ****, ***** <**************************************>
  Cc: *******, *** <****************************************>;*****, **** <*********************>
  Subject: [EXTERNAL] Claim 300-0651913-2024-IV1
  
  Hi *****- It was my understanding that you are Jims supervisor and would have authorization to approve the axle damage scope? I am not understanding why Auto Owners is denying this scope for the accident when we have two ****** dealers
  
  Hi *****-
  It was my understanding that you are Jims supervisor and would have authorization to approve the axle damage scope?
  
  I am not understanding why Auto Owners is denying this scope for the accident when we have two ****** dealers stating that the impact could have caused the axle damage. This is not my opinion, but the professionals at ****** stating this, as well the noise started right after the accident which ****** stated was due to the axle damage.
  
  We would have had no reason to visit the ****** of Gallatin the very next morning if we didnt have the concern over the new noise the vehicle was making.
  
  Please confirm what steps can be done to get this approved. I feel that Auto Owners have given no reasonable reason to deny the axle damage when I have written documentation from two ****** dealers stating that a rear impact could have caused the front axle damage. As well, I spoke with ****** **** of ****** of Gallatin last week and he supports this possible cause for axle damage like he supported this in August when we were at the dealership. 
  
  Thank you,
  **** *****
  
  
  

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 26, 2024, we filed a claim with Auto-Owners Insurance for roof damage to a rental property caused by a storm in April 2024. The initial claim process went smoothly, with a field adjuster conducting an inspection and providing an estimate for repairs. Following this, we hired a roofing contractor who completed the work on October 1, 2024. The invoice for the completed repairs was submitted to Auto-Owners Insurance on October 9, 2024, through both our agent and their online portal.Since then, communication from Auto-Owners Insurance has been inconsistent. Despite numerous attempts to follow up, including voicemails and emails sent on October 24, November 4, November 6, and November 7, 2024, we have received minimal response from the assigned adjuster, **** *******. Our insurance agent has also attempted to contact him, with no success.On November 7, 2024, I received an email from Mr. ******* confirming the invoice amount and stating that two payments would be issued: one for $10,000 and another for $4,570.66. However, despite further follow-up attempts via phone and email on November 12 and November 16, 2024, no payment has been issued. On November 18, 2024, Mr. ******* requested my email address and phone numberinformation that was already on fileto facilitate the payment. I promptly provided this information ******** of today, our insurance agent confirms that no payment has been issued by Auto-Owners Insurance. The claim no longer appears on their website, and the lack of response is concerning. Meanwhile, we have paid the deductible to the roofer, who is now contacting us for the outstanding balance.We are seeking resolution to this matter as soon as possible. If any additional information is required, please let me know. Thank you for your prompt attention to this issue.

  

  Business response

  12/05/2024

  Thank you for the opportunity to review and respond to ***** *.'s communication and payment concerns. The branch reached out to discuss and has issued payment. We apologize for not meeting ***** *.'s customer service expectations.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We live in ********************** and our area was and is devastated by hurricane ******. We rented an air bnb due to no water in our home. We were told by our agent that our policy would reimburse us what we paid for rental. We have been seen by adjuster but no one has followed up nor returned phone calls or texts. Can someone please help us. Thank you.

  

  Business response

  11/13/2024

  We appreciate the opportunity to look into this with you. We apologize if our communication has not be adequate. We will have the branch handling your case contact you as soon as possible

  Customer response

  11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩