Complaints

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Auto Owners is failing to communicate with me over my insurance claim for property that was damaged by my ex-boyfriend. I have left two voicemails with ****** from Auto Owners of ****, and two voicemails with ******* Gambledot of Auto Owners Property Insurance. These claim calls have not been returned. I had this policy in effect during the time I lived at my ************** apartment, and a police report/damaged goods list mailed to them over 1.5 months ago. The actual incident happened at the end of August (last year). I have a two year statute of limitations to handle property damage (according to *****************).

  

  Business response

  08/03/2022

  Thank you for the opportunity to respond to the filed complaint. We are sorry for any perceived delay involving the claim. We have reached out and have been in communication with the complainant regarding her claim. We will continue to communicate with our customer and address any additional questions or concerns regarding the loss.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Said business came to property to inspect damage to door that was damaged after a storm passed. Repairs were done prior to inspection which caused claim to be denied. Upon further inspection company found a leak in bathroom and approved a payment for repairs. Upon having a contractor come out they determined damages to be a lot higher in cost than what insurance remotely offered. Attempted contact with insurance and repeatedly getting denied further compensation on grounds of issue being related to denied claim. Pictures and documents from contractor prove it is directly related to approved claim. Insurance company adjuster refuses to contact me to come up with a solution and even went as far as cancelling my policy due to me not being able to make the repair although they refuse to provide enough for me to do so. Contact is constantly ignored by adjuster.

  

  Business response

  07/08/2022

  Thank you for the opportunity to respond to our policyholder's concerns. We have been in communication with our policyholder regarding his concerns and our position. We have addressed the coverage issues both verbally and in writing with our policyholder. We have reached out directly with a letter after receiving his concerns and welcome him to contact the branch directly should he have further questions. If our policyholder experienced a period of time where we didn't provide an update, then we apologize.

  Customer response

  07/08/2022

   
  Complaint: 17496562
  
  I am rejecting this response because:
  Although they have made contact, they have not resolved all issues at hand. One issue was handled when they entered an already completed claim incorrectly. The primary issue of approving a claim and then proceed to state the claim should have never been approved in the first place has not been accomplished. They have not attempted to do anything other than try and avoid paying out what needs to be handled. The claim was approved and upon getting a contractor out to make repairs they noticed related damage that needed attention they proceeded to state it was related to denied claim and then state it should not have been approved in first place. 
  Sincerely,
  
  *****************************

  

  Business response

  07/19/2022

  Thank you for the opportunity to respond to our policyholders concerns.  We have previously outlined our position with the policyholder and have addressed the concerns set forth in the supplemental complaint with the policyholder both verbally and in writing.  If the policyholder has any additional questions we welcome him to contact the branch directly.

  Customer response

  07/21/2022

   
  Complaint: 17496562
  
  I am rejecting this response because:
  This in no way shape or form resolves the fact you all approved a claim and failed to follow through when further issues related to the same claim was brought to your attention. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got into a car accident over 12 months ago and the accident resulted in a total loss. I ended up settling with them on the payout for less than the vehicle was worth to speed things up but its been 2 months now and I havent seen a dime. Ive provided all the information they requested and still nothing. I cant even get them in them on the phone to answer questions. They never respond back its always weeks later and their response is pretty unhelpful. I had several vehicles insured under them but chose to move them to a more expensive company but one that I knew will deal well with customer(USAA). All want is for them to send out then payments that Im owed. I didnt take a rental car when I could have to keep cost down and still they have no sympathy or urgency in getting the help to the customer.

  

  Business response

  06/29/2022

  Thank you for the opportunity to respond to the concerns expressed by our valued customer. The claim involved a total loss of their vehicle. There were discussions about the valuation over the course of the last month or so and those have been resolved. We also acknowledge that each claim is different and is evaluated independently based on its own merits. We have just now received lien payoff information and have been able to issue payments. We make every effort to pay all we owe, when we owe it and provide timely communication. If we didn't meet expectations regarding communication, then we apologize. We will remain in communication with our customer on another pending claim until it reaches conclusion.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear ended by a woman who has auto owners insurance. I got hit so hard that the force pushed my vehicle into the vehicle in front of me. My vehicle and the one in front of me were both completely stopped when I was hit. The woman who caused the accident has assumed 100% liability for the crash. My car is a total loss. I suffered whiplash, awful hip pain, multiple bruises and an arm burn from the airbag. As soon as the police report was available, I contacted Auto owners insurance. I did not hear back from the adjuster assigned to my claim (*********************) until 10 days post accident. I left many messages with no return phone calls. I finally got Jinne on the phone after talking with the operator and staying on the line until she took my phone call. I told her i needed to have my car evaluated for replacement value. It took auto owners nearly three weeks to even come out and look at my vehicle. In the meantime time, I called Jinne many times and so did the adjuster for my (progressive ) insurance named *************************. Jinne simply does not answer phone calls or listen to voicemails. I ended up having to get a rental through my insurance. After two weeks, I had to return my rental vehicle and auto owners refused to pay to extend the rental even though I had not been paid out for my totaled vehicle and could not replace it until I got paid out. Also, I am having to pay out of pocket for medical treatments because no one from auto owners will return phone calls from my medical office. My business supplies were in the car at the time of the accident and done of those got broken and need to be replaced. I want auto owners to respond and take care of my claim in its entirety. This has been the worst experience trying to deal with this unethical company who simply ignores people. My progressive insurance adjuster said this is the worst he has ever seen a claim be handled. Please help me. Thank you, *******************

  

  Business response

  06/29/2022

  Thank you for the opportunity to respond to the complainant's concerns. At the beginning of the claim we had incomplete information concerning the claimant. Upon receipt of the police report, we were able to mail a contact letter requesting information as a phone number was still unknown. We regret if this caused any inconvenience. We will continue to work with the claimant concerning her injuries along with her insurance company concerning the vehicle damages.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I filed a claim on my homeowners policy and had an adjuster come out to look at my home for hail damage on 2/28/22. My insurance company uses a third party inspection company, ******************, to do the inspections. I received a denial letter stating that the inspection report for the claim #************** confirmed that there 'was older hail damages to the aluminum siding, window wraps and to the aluminum roof flashings from a prior claim inspection in March 2021. Those damages were from a prior event and those same older damages were noted in that claim, which is *************. No new or recent damages were noted on our above inspection". So the Inspection done in March 2021, had also been denied but was stated to have NO DAMAGES. That claim #*************** was also done by ******************. The adjuster was overheard to say that he would NOT be approving my home, or any home he was going to see that day, before he had even looked at my home. So Auto Owners Insurance Company clearly and fraudulently, misrepresented the facts. First claim, I have NO DAMAGE. Second claim I now have OLD DAMAGE. I have never filed a homeowners claim before. We pay our insurance faithfully. We have never lapsed in coverage. We shouldn't have to resort to ******* **** of Insurance complaints and BBB complaints. Next will be ****** and ******** Reviews. Several of the homes on my block have already been restored/repaired. So, I would like Auto Owners looked into for fraudulently misrepresenting the facts in an effort to bully me into not following through because I used a third party to speak on my behalf. I am now speaking on my own behalf. I am no longer in a contract with any public adjuster. Every home that was repaired on my block used the same third party public adjuster that I used. Auto Owners is the only company that has wreaked havoc on the process. And I would like my home repaired.

  

  Business response

  06/22/2022

  Thank you for the opportunity to respond to the complainant's concerns. We have communicated our findings and position on both claims to the complainant. Our findings were based on an inspection of the subject dwelling and an investigation for each claim presented. We invite the complainant to communicate with the branch directly should they have any questions about our position on each claim.

  Customer response

  06/22/2022

   
  Complaint: 17422452
  
  I am rejecting this response because:

  They have not addressed the complaint. They are directing me to communicate with the branch that has already acted in bad faith. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/28/2022

  Hi *****,

   

  The branch explained our position in writing directly to the complainant in a separate letter as a result of this BBB complaint. We have explained our position in writing before as well. We have also invited communication directly with the branch.

   

  As a result of our efforts, we wont be posting a response to this rejection. Were content for them to have the last word on this matter.

   

  Thank you.

  *********************aic, aim, ains COORDINATOR REGULATORY COMPLIANCE p: *********************** ***************************

  
  

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Winter of this previous year, around end of February my car was hit while parked. The man had Auto-Owners Insurance. When I spoke to them they sent out an adjuster, weeks later. He walked around the truck and picked a random number of 5K to fix the truck. I know zero about vehicles so I had to assume the man was being honest. When I took the car to Carstar they said there was no way this was going to cost 5K- more like *****K. That was in April. Yes it took that long for everything to happen. Since that time Auto Owners has 1. Not paid a ***** to fix my truck 2. Has been caught in multiple lies about receiving and sending appraisal information to me and Carstar.3. Has lied to me about resolution in regards to accepting Carstars qote and if needing more after cutting intop the truck they will pay then as well.4. The person I have been wo4rking with, ******* from the Indiana branch, has not called me once to tell me that there is STILL an issue, and that my truck is STILL not being fixed yet.5. Carstar had to ask me to come pick up the truck since they can not get Auto Owners to give them any real answers and my truck has been sitting there for a month.Please help. Big businesses just ignore us and we have little recourse. My truck is now back home and has not been touched and auto owners has paid no one a single cent for the destruction of my truck.

  

  Business response

  06/02/2022

  Thank you for the opportunity to review the complaint from the consumer. We have been in contact with the consumer to discuss his concerns and the damage to his vehicle. We are working with his chosen repair shop to determine any further damage and future supplements will be handled accordingly. We will remain in communication to keep him updated as his claim progresses.

  Customer response

  06/07/2022

   
  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,
  
  Louis *************************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Auto Owners insured caused an auto accident with my child. Not only were they a nightmare to deal with for over 2 months (ignoring my calls, messages and emails) but also coming up with ridiculous reasons why they didnt answer. They would ignore me for weeks before replying with no answer to my questions. We finally came to an agreement and settled for the totaled car. In the agreement, Auto Owners was to pay for the car rental we had, which I have in writing saying they would pay. They sent me an email stating they attached a copy of the receipt but never did. I emailed them back stating I didnt get it and they needed to send it, which they never did. So I wasnt surprised when I opened my credit card statement with a charge of $359 for the car rental. I have disputed the charge, but now Auto Owners will not respond to my emails or phone calls so I can get a refund of the car rental they said theyd pay for. Id be surprised if they respond to BBB.

  

  Business response

  05/11/2022

  We received a BBB complaint that was filed in regards to your claim . We received a copy of the rental invoice on Monday, May 2, 2022. We issued payment to ************** on Tuesday, May 3 for $385.37.

   

  Customer response

  05/11/2022

   
  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,
  
  *********************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 31 of 2022, a large tree fell on the right front corner of my house, damaging the roof and the gutters. I contacted the local Auto-Owners Insurance Agency in ******, ** and reported the damage to them. Anticipating that I would need a contractor to repair the damage, I got quotes from two contractors in my area - both contractors inspected the roof damage, and also determined that the roof had sustained hail damage in the past. The roof is damaged, and water has been leaking into the crawlspace and through the ceiling in several places in the living area for some time. There is also mold and mildew in the crawlspace under the roof.Both contractors confirmed that the entire roof should be replaced, and provided estimates of @ $18000.00. One contractor also has records of homes in my area that have had roof replacement after hailstorms in the past, and weather reports of past hail storms.After paying Auto-Insurers premiums for over 60 years (with no claims), the company is refusing to replace the roof, and is only offering a partial roof repair. My daughter, ***********************, is assisting me with this matter and has my permission to discuss this with the BBB, Auto-Owners insurance representatives and representatives of ********************* Agency.

  

  Business response

  05/10/2022

  Upon receipt of the BBB complaint, we spoke with the agent who indicated that our insureds son was the contact.  Since the letter indicated to speak with her daughter, I reached out to her first to obtain permission to speak with the insureds son. Once that was cleared up, I contacted the son and we discussed the matter.  We have a plan in motion and will be following up with the customer upon receipt of a follow up inspection report.

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got in a car accident 8/20 auto owners insurance was my ins. I have been getting treatments for the accident. Witch have helped but I still get a lot numbness in my arms and legs coming from a very tight area in my mid Back. Auto-owners insurance was taking care of stuff until one day recently a guy called me and demanded I make an appointment to come see some doctor. He was affiliated with Auto Owners Ins, Okay so I did go see this man. Upon visiting with this so called doctor he was very good at put words in my mouth. I told him my arms go numb sitting and laying down sometimes standing, he said I need to wear elbow pads during day he said dont sleep on your side I said I never do, he said you will at night I said I really dont or my arms would be really bad and I wouldnt sleep at all... This so called doctor never touched my back or any problem areas as Im writing this my arm is going numb. He basically said In a report I was able to move my body so Im back at 100% witch Im far from. I really think someone should investigate this doctor and figure out how many people he has brushed under the rug for this big Auto-Owners company. After my visit with him trust me there is many more victims.I can move my body does not mean I dont have serious numbness and pinched nerves. I paid a higher premium than average policy holder to have extra coverage and now it taken away! 3 party investigation should be done on all the doctor ************ Auto owners have ordered to be done by this guy/doctor.. I thought originally when I was going to see this specialist doctor sent by the insurance company was going to to help me. No oh no it was a trap set by Auto-Owners to get me to come in for a ONE sided visit with there personal Auto owners doctor and s**** me over financially.. Im very upset what a big waist of time for me. To go to a doctor and have the doctor tell me how I live and put words in my mouth. He Tells me to wrap my elbows guy has no clue.

  

  Business response

  04/20/2022

  We appreciate Mr. ******* feedback. Concerning his statement that the doctor who examined him, was affiliated with Auto Owners Ins; the doctor who examined is a licensed Medical Doctor who is licensed by the ****************** to conduct Independent Medical Examinations. Prior to their exam it is explained that due to the unique nature of their evaluation, there is no physician-examinee relationship and no medical treatment is to be rendered. The requirement for **************** to attend this examination is a right contained within our policy. A complete copy of the physicians report has been provided to **************** along with a letter which includes information regarding his rights to dispute the conclusions within that report and decisions made based upon it. We invite **************** to please contact his claim representative directly with any questions or additional concerns.

   

• Initial Complaint

  04/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/24/21 I filed a claim with my homeowner's insurance as my ceiling and sky light was leaking into my home. Water was leaking all over my kitchen and family room. Once I filed my claim ************************* from Autoowner's came out on 11/19/21 and once he arrived he barely did a look over and said the estimate I was given was too high and then he proceeded to do the second opinion estimate himself, and came up with a estimate of half of the professionals estimate. After that I never heard from him on moving forward or what was going to be happening with my claim. After making numerous calls and emails, I decided to reach out to a supervisor, ***************************, who also ignored my calls and numerous emails and still have no resolve to my claim nearly 6 months later. I am getting the run around on getting my home fixed. I am living in a unsafe environment and no one is trying to get this resolved or even apologize or explain the big delay.

  

  Business response

  04/22/2022

  Thank you for the opportunity to respond to ******* ******* complaint with the BBB. **************** explains she would like her home fixed so she can return to living in a safe environment. We have remained in communication with **************** throughout her efforts in seeking a contractor to perform repairs. On April 12^th we hired a local contractor to provide an independent estimate for the repairs to Ms. ******* property. The inspection has been conducted and we await their professional opinion. Were hopeful this assists with the resolution of her claim. We will continue to remain in appropriate communication with **************** regarding the independent estimate.

   

  Customer response

  04/25/2022

   
  Complaint: 17047602
  
  I am rejecting this response because: They hired a contractor for a second opinion but no one has been contracted to fix my home. The contractor while he was here suggest patching the problem which is not fixing it. The contractor then went on to tell me I couldn't see the estimate before or at the same time as *************************. My home is still unsafe and I haven't heard anything since. They have not been in contact with me besides me reaching out myself and I still have vague responses. They are also still not paying the remaining amount owed to the first contractor who came to evaluate at the beginning of the claim. So my home is still unsafe with no fixed date in sight or communication of what is going on or why there has been a delay when I first reported the problem on 10/24/21 as it is now 4/25/22. 
  
  Sincerely,
  
  ***************************

  

  Business response

  05/09/2022

  Thank you for the opportunity to respond regarding our insureds recent filing with the BBB. The complaint is regarding our insureds demand for Auto-Owners Insurance Company to have their home fixed and return to a safe environment.

   

  Were happy to report a contractor is going to assist with the insureds repairs at the agreed amount. Additionally, we reached out to the mitigation company and they have credited the insureds account for the difference in her estimate.

   

  We trust our response has sufficiently addressed the comments and concerns expressed by our insured.

*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. ↩