Complaints

• Initial Complaint

  02/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Extortionist! I was hit by another driver and this company would not give me the time of day and blamed me for the accident without investigating. To top it all off the guy that hit me, his insurance company felt it was not my fault and they were investigating. American Family Insurance arbitrary called his insurance company and told them to stop their investigation because they were holding me responsible. This is unbelievable and makes no sense. They are wrecking people's lives. This company is run by a bunch of evil people who extort money and do not give you anything in return for the money you have paid them under any circumstance. Shame on ****** to offer their customers services from this company. This is not a good reflection on ******. I plan to find a class action attorney and contact everyone who has a complaints against Connect AKA American Family Insurance. I advice everyone who has a complaint to contact their local DA and file a complaint with ******, BBB and your state Insurance commissioner. Do not sit on your behind and let this company consistently s**** people over. ********** residents file complaint here *****************************************

  

  Business response

  02/22/2023

  Hello,

  Please see our attached response.

  Thank you.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with Connect after a storm caused water to run down a inside wall of my house. The company sent out a 3rd party inspector. Following the inspection the Desk agent ************************************* initially did not even get back to me. When he finally did I was offered a $390 to cover the damage to the wall and something in the attic but they refused to cover the roof saying it was improperly installed or worn or it was wind driven rain and that was not covered. There was nothing in report to support those claims but they went with it anyway so they could avoid paying what is really a relatively small claim.

  

  Business response

  02/16/2023

  Hello, 

  Please see our attached response.

  Thank you.

  Customer response

  02/17/2023

  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

  02/17/2023

  This should have been a simple claim. There was a storm and water started running down a inside wall of my house. It had never done that before. I have received multiple calls from the adjustor and his supervisor ****. They are saying the cause was one of the following reasons.

  1) Wind driven Rain 

  2) Worn Roof  (18 years on a well maintained 30 year roof)

  3) Improper installation (18 years ago)

  Coincidently none of those thing are covered according to Connect. There own inspector found nothing to support those claims in fact he found the roof to be in good condition. The leak was not a small leak, water was literally running down the wall. Just because nobody could find the actual cause of the major leak does not mean it wasn't there. I still had to have the roof fixed. 

  I may be stuck with $390 payment they sent but I'm not happy about it nor do I accept the claim by the insurance that the problem was one of the reasons above. I don't think the actual problem was found. It may have been shingles that got blown up and then fell back into place or something else? 

  During my very first call to them when I was making the initial claim the adjuster was already talking to me about wind driven rain not being covered before anybody had even been up on the roof. I knew right then what I was dealing with. You only need to look at your own reviews to see I am not alone in having issues with Connect. A **** rating out of five is not easy to get. 

  ****

   

   

• Initial Complaint

  02/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  filed a home insurance claim, and since then, I have sent 4 emails in the past 3 weeks attempting to obtain an update on the claim. there have been no replies from the company. there is a complete information blackout. I don't know the status of my claim, I have not been provided any updates, I am being ignored and I feel that the insurance company is not fulfilling its responsibility to its customers.

  

  Business response

  02/07/2023

  Please see the attached response.
  
  Thank you.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 23, 2022, I was involved in an auto accident. The other driver hit me on the passenger side causing damages to my vehicle.I was at a stop sign it was my turn to go I preceded to drive straight when a car rammed into me hitting me on the passenger side.The other said she did not see me she said she was behind a car that had there ******* lights on, she went around that car didn't see the stop sign and ran into me. She said she was sorry and admitted to fault. Now American Family insurance adjuster ************************************ denied my claim after almost a month without a reason as to why. It was clearly there insured fault, if an investigation was truly made there are cameras from Target store that could have been reviewed and it would show what happened and who is liable. Unfair Claim Settlement is being used in making there decision

  

  Business response

  12/15/2022

  Good Afternoon,

  Please see the attached response to the above-referenced complaint.

  
  Thank you,

  Consumer Affairs

  Customer response

  12/16/2022

  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.
  
  This complaint reflects your company, attachment shows the name and address which is your address that i am refering to.
  
  Regards,
  
  *****************************

  

  Business response

  12/19/2022

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  12/27/2022

  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 have  provided ************************* at ******************************** and *******************************, Adjuster with photos of my vehicle showing  the dents on my vehicle, photo of insured vehicle showing damages to front bumper and a copy of  Estimate from ********************** this should be used a proof to my claim.  

  In a letter dated November 23, 2023 from *******************************, Adjuster/Investigator and the response from ************************* to BBB complaint it was stated that after a thorough investigation  it was determined  that legal liability for loss did not rest on insured because damage photos submitted by insured  shows that there was not a dent but scraing instead which supports that I had swerved into insured vehicle this is false information just assumption by Adjuster.  I believe  your decision was made in error and the information and photos u provided warrants a change to your decision.

  If a proper and thorough investigation had been conducted you would known that interesection you claimed to have four way stop sign only has three. You would seen that my vehicle has a big dent and scrapping on passenger side door and quarter panel & the damage was from the impact of front bumper ramming into my vehicle. After reviewing photos it would impossible for you not see that my vehicle was dented, this is enough  proof for a reconsideration if your deniel 

  At the time incident your insured apologized and admitted to fault stating that the car in front  of her had it's emergency lights on (Hazzard lights) so she then proceeded to go around them not seeing the stop sign failed to stop ramming her vehicle into mine.

  She also mentioned she was confused due to heavy traffic around the intersection. I was surprised to learn she had changed her story all based on lies 

  I ask that you hold your insured liable for my damages and I be compensated to repair damages to bring me back to state that I was in before all this happened.  I'm looking forward to moving on putting this all behind me.

  I did not submit any attachments of photos to BBB  because the files were said to be too large preventing me from sending them.

  
  

  
  

  Regards

  
  *****************************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I accidentally deleted my emails from my prior complaint so I couldn't just reply back. My complaint was against this company being A rated. I double checked and it shows that they are A rated but with a negative outlook or implication and that was what I meant for the complaint. It seems misleading to just say they are A rated. I will attach the info I'm referring to.. they might legally be correct I'm not sure but consumers should be made aware of this part also.

  

  Business response

  12/09/2022

  Hello,

  Please see our attached response.

  Thank you.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ****** Insurance Agency, *** is offering property and casualty insurance through the company named Connect Powered by American Family Insurance and they are advertising on their website and over the phone that they are an A rated company by AM Best which is a very important insurance rating company and in fact they are an A- company by AM Best and that is a huge difference in the insurance world! They are misleading people to believe that they are financially stronger and doing better than they really are and this could impact any clients that are doing business with them! They need to get this updated on their website and quit telling clients when they call in that they are A rated because that is misleading and factually not true!

  

  Business response

  12/08/2022

  Hello,

  Please see our attached response.

  Thank you.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our adult son has been on our auto insurance policy as a teenager. He is currently 18 years old and moved out of state to serve a two year church mission which he will be on a bike. We called several times to remove him from our policy and Connect has refused. Unreal that we can't remove someone we added to our policy! We called again and received no policy documents stating the fact that we can't remove him, just the word by a Connect phone claims person. Our only option is to cancel our policy and go with a better insurance company.

  

  Business response

  12/07/2022

  Hello, 

  Please see our attached response.

  Thank you.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 27th, I filed an exclusion for my son who is in college and does not have a car. He has been on our auto insurance policy for the last two years but they told us that we needed to exclude him to remove him from the policy. I filled out the requested forms and then submitted them via their website. Looking at my billing, I noticed two months later that we were still being charged for him. I called the company on October 8th to let them know that we were still being overbilled monthly and they said that the form was cut off at the bottom and that they had notified us to resubmit. During this call, they stated that they sent one attempt to notify us via one email address although they have multiple on file. This supposed email was not on record when we searched for it. I even questioned what the other email on file was for if they didn't use it to try to notify us. We went through the email and there is no record of any notification or any contact whatsoever. We asked to speak to a supervisor and the lady we talked to said she would contact us on Monday, October 10th to resolve this. It is now, November 12, and no further communication or support has been provided. We have been customers for over 20 years. No attempt by the company has been made to resolve this issue in any way. On the contrary, they know our desire and attempts to change the status of our insurance and this appears to be deliberate behavior to continue overbilling. We also turned in a copy of our's other son's grades to be applied to receive a good student discount that was also not applied. I have attached all three items we provided to Connect Powered by American Family Insurance.

  

  Business response

  11/15/2022

  Please see our attached response.
  
  Thank you

  Customer response

  11/17/2022

  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 read the response from American Family Connect Insurance Company and it is not acceptable.  I did find a single email from August 30th titled AX01325483.  It does not mention that the Good Student Discount required any action to be applied.  Also, the claim that the policy # was not visible is clearly not the case.  I have attached all the original pictures sent in and the email response on August 30th.  I would like to receive a refund for the amount of the exclusion for my son, ******, and the difference in price for the Good Student Discount for ****** from the date the forms were received.  Furthermore, I would like an explanation as to why there was no response from a supervisor after it was promised as the last action to be done to try to resolve this issue.  A letter stating that it is "frustrating" only after the BBB was contacted does not seem like an acceptable business practice or resolution.  I look forward to a full and proper resolution in the near future.  

  P.S. - This is the 3rd time I have tried to submit this response.  It keeps giving me an error message, so I have only attached one picture and the email.  I don't know if it will let me attach the other 2 pictures I have.

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

  

  Business response

  11/21/2022

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a faithful customer of ******************************************* Car ********************** for at least 20 years. I have made every payment on time through autopay. I have more than one policy. I have had zero claims in that entire period. I am the most exemplary insurance customer they could have. All of a sudden I received a Notice of Cancellation claiming I have a major offense, which is entirely incorrect. They are referring to a small speeding ticket that was issued and appealed. Hardly major. And I have not had a speeding ticket nor ANY claim before in the entire 20 year period. I have paid them a copious amount of money. I tried to talk to them about it, and they were very rude and would not try and work with me at all, or help me. They referred me to the State Insurance Commissioner which would do absolutely no good within the time they are cancelling me. Cancellation is legally supposed to be for multiple infractions, accidents, non-payment, fraud, etc. Not for a small speeding ticket which was appealed and won. I am demanding that they reinstate me as they legally are bound to do immediately. This is criminal behavior on their part.

  

  Business response

  11/08/2022

  Hello,

  Please see our attached response. 

  Thank you.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am insured by Connect and was involved in an accident in mid April 2022. My car was towed to a facility suggested by Connect. The repair shop had my car for four months before they said the repairs were complete. When I picked up the car the windshield was cracked and the car was difficult to drive. They explained that the steering problem was something that would be fixed once I got the car recalibrated. They said that they couldn't do it, and I needed to take it to the dealer. I called Connect and they said that they would add the dealer to my claim. Once at the dealer, they needed authorization from Connect. It has been two weeks that my car has been at the dealer and I haven't gotten the authorization. The dealer said the shop didn't fix everything on my car and it needs additional repairs. I am never able to get Connect to authorize the additional repairs. I have been without my vehicle since mid-April and it's now almost mid- September. I was referred to Connect when purchasing my home. This was clearly a mistake. I would like my car fixed and in a drivable condition. The service I have received over the past 5 months is terrible, frustrating and shameful.

  

  Business response

  09/14/2022

  Hello, 

  Please see our attached response.

  Thank you.

  Customer response

  09/14/2022

  [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.  Someone from Connect contacted me right away and they were very professional and apologetic.  The repairs are now in motion and I am hopeful that this will be resolved soon.
  
  Regards,
  
  *************************
  

*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. ↩