Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a driver listed on my insurance that the insurance company added for no reason. I never confirmed or approved this adjustment. They said they gave me via mail of the change but I never got it. There was never a ******* ******* who lived with me.

  

  Business response

  01/28/2025

  January 28, 2025
  
  
  BBB of *********
  Attn: ****** B
  ***************************************************************************************************
  
  
  
  Re:
  File Number:                             22868431
  Complainant name:                    *** ******
  
  
  
  Dear ****** B,
  
  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company policy. Please forward this complaint to American Family Connect Property and Casualty Insurance Company; NAIC ***** for handling.
  
  I am respectfully requesting that you remove this file from our companys assigned complaints.
  
  If after reviewing this matter, you determine the complaint belongs to one of our companies, please return it to my attention for immediate handling.
  
  If you have any questions or concerns, please contact me directly at the number provided below.
  
  Sincerely,
  
  Consumer Affairs
  E-mail: *************************

  

  Business response

  01/30/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Connect by am *** has raised our rates $417 a month starting October 2024, they say because my husband was in an accident and no longer is a safe driver. (not his fault, he was rear-ended. Accident was in 6/2022.) I have called them many times asking to speak to a supervisor and they tell me no supervisors are available, that they will put in a call back request and I will get a call within **************************************************************************** all these months.

  

  Business response

  01/24/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  01/24/2025

  [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.]
  
  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. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern,My name is ****** ****, and my car insurance company is American Family Connect Property and Casualty Insurance Company. I pay my car policy every six months for my Camry 2015. January 6, 2025 I need to pay $1,230.87 July 6, 2024: $ ****** January 6, 2024: $ ****** July 6, 2023: $ ****** My question is can a car insurance increase this much during a six month period. This last increase is $447.00 for six months. By the way I dont have any tickets or anything on my driving record. Thank you, ****** ****

  

  Business response

  01/09/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer response

  01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
                                                                                                                                                                                                 1/9/25
  
  
  Dear Ms. ************************** definitely reject your businesses response, A rate revision we implemented for policy terms beginning on or after November 20, 2024, and November 30, 2024. Although this is not the desired outcome, we are not allowed to deviate from our rates for a single client, as that would be discriminatory. During the past two years your company has increased my policy for the following amounts, 
  
  January 6, 2025     I need to pay     $1,230.87
  July 6, 2024:                                      $ 783.87
  January 6, 2024:                               $ 631.87
  July 6, 2023:                                     $ 637.87
  
  and I dont have any accidents and tickets on my driving record. How can I agreed on your company increasing my car policy for two consecutive years. Once again I am requesting that your company evaluate my car policy. 
  
  Regards,
  
  ****** ****

  

  Business response

  01/10/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer response

  01/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  January 11, 2025
  
  Reviewing my payment history:
  
  January 6, 2023 - I payed $523.87
  July 6, 2023       - I payed $637.87     increased $114.00
  

  January 6, 2024                $631.87     decreased $6.00
  July 6, 2024                      $783.87      increased   $152.00
  
  January 6, 2025               $1,230.87     increased $447.00
  
  It clearly looks like you guys are dismissing my point of your company increasing my car policy every six months. Only on January 6, 2024 that it was decreased by only $6.00. What about the other times, your company increasing my policy every six months, when my driving record is clean. Once again I reject your business response.  
  
  Regards,
  
  ****** ****

• Initial Complaint

  12/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was involved in a motor vehicle accident with one of their clients on October 14th 2024. The police report clearly states that their client caused the accident. For 2 1/2 months now they have been refusing to accept responsibility for the accident. They are operating in bad faith and their license to run an ********************************************* needs to be revoked if they refuse to pay what they are responsible to pay.

  

  Business response

  12/23/2024

  Hello, 

  Please see our attached response. 

  Thank you.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 04/13/2023, I hit a mirror of a parking ***** car in **************I put my phone number under the windshield wiper and the owner called me. I submitted a claim and his car got repaired.Few months later my insurance company (Geico) cancelled my insurance.Later on the other party insurance company (called American Family Insurance) asked me to pay $2,858.27 (this is the amount Geico refused to pay as they are not justifiable). American Family Insurance asked Geico to pay $7,585.99, Geico paid only $4727.72 and declined to pay the remaining amount which is $2,858.27. I called American Family Insurance and they gave me a 50% discount and asked me to pay only $1,429.14 and they told me if I did not pay I would lose the discount and I would have to pay the full amount. I called Geico and they advised me not to pay, as $7,585.99 to repair a mirror is not justifiable.Later, I received a letter from American Family Insurance asking me to pay $1,429.14.I called them and the representative who answered me told me if I do not pay, my license will be suspended as they sent this claim to the transportation department. I refused to pay.Thanks

  

  Business response

  12/17/2024

  December 17, 2024
  
  BBB of *********
  **********************
  *******************
  
  Re:
  File Number:                             22696880
  Complainant name:                    **** *****
  
  Dear ****** *.,
  
  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company policy. Please forward this complaint to American Family Connect Property and Casualty Insurance Company for handling.
  
  Sincerely,
  
  Consumer Affairs Department
  E-mail: *************************

  Customer response

  12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **** *****

  

  Business response

  12/19/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **** *****

  Customer response

  12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **** *****

  Customer response

  12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **** *****

  Customer response

  12/19/2024

  [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.]
  
  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. 
  
  Regards,
  
  **** *****
  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American Family refuses to pay medical bills from a 4/15/23 accident, despite my policy coverage. They've given misinformation about coverage limits and wrongly insist I seek payment from the at-fault driver's insurance myself. They also refuse to provide the at-fault driver's insurance information, blocking my underinsured motorist claim. They are attempting to prematurely close my claim with an unreasonable deadline, even though my husband is still in treatment. This is bad faith and a breach of their obligations. I want them to keep my claim open, pay all medical bills, provide the necessary insurance information, and cease their unfair practices.

  

  Business response

  12/31/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  01/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My specific complaint has not been addressed. We need these medical bills paid per our policy.

   
  Regards,
  
  **** ******

  

  Business response

  01/06/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

• Initial Complaint

  12/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My auto policy auto renewed, and apparently I was asked to give my first ever mileage report in 10 years of doing business with this company, and because I didnt get that document in on time my insurance rate went up $178 over the policy period. I am not allowed to update those miles till the next renewal. this is in addition to the $800 premium increase due to the "claims they paid out over the year"

  

  Business response

  12/09/2024

  December 9, 2024

  
  BBB of *********
  Attn: ****** B
  **************************************************************************************
  

  Re:
  BBB File Number: 22652362
  Complainant name: ***** *********
  

  Dear ****** B,

  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company policy. Please forward this complaint to American Family Connect Property and Casualty Insurance Company; NAIC ***** for handling.
  

  We are respectfully requesting that you remove this file from our companys assigned complaints.
  

  If after reviewing this matter, you determine the complaint belongs to one of our companies, please return it to our attention for immediate handling.
  

  Sincerely,

  Consumer Affairs
  American Family Mutual Insurance Company, S.I.
  6000 American **************************
  E-mail: **********************************

  

  Business response

  12/19/2024

  Hello,
  
  Please see our attached response.
  
  Thank you,
  **** ******

  Customer response

  12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Subject: Response to Insurance Rate Increase Explanation

  
  Dear American Family Connect Property and Casualty Insurance Company ? **** ****** & BBB ? ***** ******,

  
  Thank you for your detailed response to my complaint regarding the recent and significant increase in my auto insurance premium. While I appreciate your explanation of the rate adjustments and procedural requirements, I believe there are mitigating factors and fairness considerations that warrant a more equitable resolution.

  
  Extraordinary Circumstances Leading to Non-Response
  The increase in my premium was partly due to my failure to respond to your request for mileage verification. However, this oversight occurred during a period of extreme hardship for my family, as we endured the loss of three loved ones in October 2024. This emotional and logistical burden left me unable to prioritize routine administrative tasks. These exceptional circumstances should be considered as they represent a deviation from my usual attentiveness to policy requirements.

  
  First Mileage Verification Request in 10 Years
  It is also worth noting that in the 10 years I have been insured with your company, this is the first time I have ever been asked to provide mileage verification. The unexpected nature of this requestafter a decade of consistent service without such requirementsfurther contributed to my unawareness of the potential consequences of non-response. This new procedural requirement was not sufficiently highlighted in a way that conveyed its financial significance.

  
  Inactive Online Mileage Log
  Adding to the difficulty of resolving this issue, the online mileage log for submitting verification is currently in an inactive state. This makes it impossible for me to prepare the required documentation for the next renewal period. The lack of functionality in this system creates further obstacles and should be addressed to enable policyholders to meet their responsibilities in a timely manner.
  Inconsistent Enforcement Across Policyholders
  I have spoken to other insured individuals under your company who similarly did not return the requested mileage forms. Many have reported substantial increases, such as a friend whose premium rose from $300 to $700 monthly. This raises concerns about the uniformity and proportionality of the rate adjustment process. These inconsistencies suggest a need for an equitable review process for affected policyholders.

  
  Opportunity for Mid-Term Review
  While I understand your policy regarding mid-term adjustments, allowing an exception for extraordinary circumstances would not constitute discriminatory treatment but rather a compassionate response to an extenuating situation. Granting a one-time opportunity to submit the mileage verification form would correct the default mileage assumption, which does not reflect my actual usage. Based on your calculations, this would save my family $187 over six monthsa meaningful amount given our current financial strain.
  Proactive Communication and Policyholder Advocacy
  The language in the mailed mileage request form and renewal notice may not have adequately emphasized the financial consequences of non-response. Given the significant impact on premiums, I urge the company to adopt a more proactive approach, such as follow-up letters or phone calls, to ensure policyholders are fully informed and given ample opportunity to comply.

  
  Policy Revision for Exceptional Cases
  While I understand your companys adherence to rule manuals and non-discriminatory practices, an allowance for exceptional cases would align with your commitment to customer care. Offering a formal appeal or review process for policyholders experiencing documented hardships would demonstrate goodwill and ****** trust.

  
  Conclusion
  In conclusion, I respectfully request a reconsideration of my premium adjustment for the current term, allowing me to submit the mileage documentation for a reassessment. This would not only ensure accurate rating but also provide relief during a time of personal and financial difficulty. Additionally, I ask that you address the inactive state of the online mileage log so that I, and other policyholders, can prepare for future renewals without unnecessary challenges.
  Thank you for your time and consideration. I look forward to a resolution that reflects fairness and compassion.
  

  Sincerely,
  April ****** *********
  

  

  Business response

  12/27/2024

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer response

  12/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am somewhat shocked at the response as I have never requested to cancel my policy, and I have, in fact already begun paying premiums on this policy.

    What I did do was get the breakdown of the increases in my conversation with your representative when I called on or about December 6.  Again, I have NEVER requested any cancellation.

    I am still unable to provide the mileage log information on your website, which was the peimary concern stated in my last response.

    please advise.

  
  Regards,
  
  ***** *********

  

  Business response

  12/30/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 11/02/2024 I am deeply disappointed with the handling of my auto insurance claim and the premium increase by Connect Family and Casualty Insurance.1.Unjustified Reduction of Settlement:After raising concerns and considering legal action, the settlement amount was reduced from $8,580.28 to $6,316.10. This feels retaliatory, as pre-existing damages had been disclosed and assessed by their certified technician.2.Miscalculation of Salvage Value:The salvage value was incorrectly calculated. When the actual cash value (***) was $8,165.00, the salvage value was $1,263.85 (*****% of ***). However, when the *** was revised to $6,316.00, the salvage value should have been adjusted to approximately $977.00. This discrepancy remains unresolved despite contacting the adjuster.3.Premium Increase Without Justification:My premium for the same vehicle and identical coverage increased from $903.80 to $1,644.74 without explanation. This dramatic hike feels punitive and unjustifiable.4.Lack of Communication and Professionalism:Communication has been fragmented and unprofessional, with repetitive requests for information and unclear resolutions, causing unnecessary stress.5.Mishandling of My Claim:My total loss claim for my 2012 ****** Quest was closed without my consent while I was actively working with the California Department of Insurance (CSD Case #*******). This premature closure left critical issues unresolved.Resolution Requested:I request the following:Reopen my claim and address the salvage value discrepancy.Reinstate the original settlement of $8,580.28 Justify the premium increase or revert it to the original amount.Improve claims handling to ensure fairness and professionalism.This ordeal has been exhausting. I trusted connect to handle my insurance needs, but their department that handle claims (*****) actions have eroded my confidence. I urge others to carefully evaluate this company before entrusting them with their insurance needs.

  

  Business response

  12/20/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  12/26/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Response to BBB:
  After reviewing the insurer's response, I must respectfully reject their explanation regarding the reduction of the settlement amount. The pre-existing condition of the vehicle was fully disclosed, discussed, and accounted for when the original Actual Cash Value (ACV) of $8,580.28 was determined.
  The subsequent decision to reduce the settlement amount is surely retaliatory and unjustified. This is particularly concerning given that no new information has been presented to warrant such a reduction. All relevant details about the pre-existing condition were transparently shared with the claims team during the valuation process, and the original calculation was made with these details in mind.
  I request that the original settlement amount of $8,580.28 be reinstated and that this case be resolved promptly. Reinstating the agreed-upon amount reflects fairness and professionalism, which I believe is the right course of action in this matter.
  
  Regards,
  ***

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally submit a complaint against American Family Connect Property and Casualty Insurance Company regarding what I believe to be unjustified increases in my car insurance *********** January, my son was involved in an accident caused by black ice on the road. Thankfully, no one was injured; it was not the driver's fault. Following this incident, my insurance premiums increased from $413.80 to $634.00 on June 23, 2024. Recently, I received a notification that my premium will again increase to $734.00, effective December 23, 2024.I find these increments to be excessive and lacking in transparency. As I understand it, many other customers are experiencing similar unwarranted increases. I believe this practice is unfair and seek your assistance addressing this matter.Thank you for your attention to this complaint.

  

  Business response

  12/13/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First of all, the incident mentioned as "at fault" and it was a natural event better known as "Acts of God." IT was described in the statement that was caused by black ice, and that the police was there at the scene not writing a report because there were several cars impacted due to no warnings or anything that will alert the drivers of the black ice on the road.  I don't get it why the Insurance determined to be at fault accident without notifying me.

  Secondly, the policy increased was for above $1,000 dollars so I immediately requested an explanation to their ************************************************ email address provided in their new policy documentation, which I have not received as today. It's my right to get a detailed description for each item causing my rate increase. 
  
  Regards,
  
  ******** ********* De La O

  

  Business response

  12/20/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In ****************, per WAC ******A, if your premium increases by 10% or more, the insurer must inform the policy holder of the reasons behind the increase.  I've been asking for them to provide a detailed breakdown of the two increases received this year and as of today I have not received such information. 
  
  Regards,
  
  ******** ********* De La O

  

  Business response

  12/26/2024

  Hello, 

  Please see our attached response. 

  Thank you. 

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/21/2024 I received my auto insurance renewal notice and noticed a significant increase in the insurance premium. Then I called the insurance customer service via ************** and was told that it was due to the revised annual mileage (change from previous 5000 miles to ***** miles) for my 2006 ****** Sienna. This is not true and I have all the documentation (services at dealer, most recent smog check) and odometer readings to verify that I drove less than 5000 miles a year in the past 4 years. The ** reading was ******* miles on 9/26/2023 and the ** reading on 11/21/2024 was ******* miles. However, I was told that the estimated annual mileage was obtained from the third party, Verisk and they could not change. There is no way to use the accurate data to update the insurance rate. I feel mistreated and defrauded by the insurance. They don't use the facts but rely on falsified number so called from the 3rd party to rip off customers. I called them several times but was told they fully relied on 3rd party to get the estimated annual mileage and even told me nowhere to file grievance within their company. In the past every September I received annual mileage verification form but not this year. I asked one of my friend using Connect auto insurance and told me that he did receive the form this year. However, when I inquired about the mileage verification form, I was told that the form is no longer needed and they rely on the 3rd party to get the data. The problem is that the data you obtained is wrong. I even called Verisk and was informed by an agent that they get the data from insurance. It is so confusing.

  

  Business response

  12/11/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

*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. ↩