Complaints

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very poor customer service! Unwilling to help or correct their mistakes! Very rude! I called the company to get a quote for my daughter in *** 2022 so she could get on her own plan since she was 21 years old, they would not even give me a quote without all her information. They then told me since my name is not on her title they would cancel the policy. I assumed just her policy! My whole policy was cancelled, I have never missed a payment and was on autopay! There was absolutely no reason for my whole family to be cancelled and unknowingly without insurance! I am a Registered nurse and very organized and detail orientated! This is not acceptable and me calling them in *** is insufficient notice! I do not recommend this company and very disappointed in this process. My daughter got her own policy through a different company and I am now without insurance!?

  

  Business response

  09/01/2022

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had recently quoted *********************************, one of the agents for my rental property. I am happy with the quote and I told her to move forward with the quote on 7/29. However, I never heard back from her again. I made a few follow-up calls and left voice messages in the following week. As a working mum with 2 small kids, I have way too many things to prepare for their school opens and I forgot to call her again in the second week. When I realized she didn't respond it has already past the deadline. My house's insurance expired on 8/12, and I called her again on 8/15, finally reached out to one of her colleagues, and he told me we can't proceed with the quote since there's a gap. It has only passed 2 days and I already called and emailed her several times. If I knew she could be that irresponsible I won't select her in the first place. Now I have to re-quote, and because of the gap I will be rejected by many companies with reasonable prices. Great attitude to your work!

  

  Business response

  08/16/2022

  Hi There:  We are reviewed our files and this is not a CONNECT, Powered by American Family Insurance customer. Please reassign to ********************** Integrity.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CONNECT, Powered by American Family Insurance increased my auto insurance policy payment without my approval.I called CONNECT, Powered by American Family Insurance on 08/09/22 with a question about how much adding my son to my auto insurance policy BX11413785 would cost me.A CONNECT representative asked me for my sons details and informed me that she added him to my policy starting from now (08/09/22). This resulted in an additional charge of $656 and a total semiannual policy cost of $1,192 vs $536. I asked the representative not to change my current policy. My son is on vacation and will return to Washington on 09/05/22. He will not use the car until 09/05/22. The CONNECT representative refused to revert the policy change.I asked if it was possible to adjust the starting date of my sons policy from 08/09/22 to 09/05/22 but my second request for the date adjustment was also declined.Please help resolve the billing adjustment and refund the price difference for the period from 08/09/22 to 09/05/22. My son does not need his insurance and will not drive the car until 09/05/22.

  

  Business response

  08/17/2022

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  08/18/2022

  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.
  
  My policy and premium were changed without my approval. I called CONNECT to ask about the price and the CONNECT representative made a change to my policy and premium without my approval.
  My policy booklet does not include any information that my son is a covered person under the policy and as a family member he needs to be added to the policy if he lives in the household without other insurance.
  
  
  Regards,
  
  ****************************

  

  Business response

  08/22/2022

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  08/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a ceiling water leak. Connect by AmFam required a section of our carpet to be removed for testing. The Estimate Recap For Coverage from American Family, line 19, indicated that our original carpet was ***** years old, and paid out at a depreciation value of 25%, based on the original cost in October 2020. However, my husband spoke to the adjustor about this since our carpet was only 14 months old and the amount quoted was too low. The adjustor said that once the carpet was tested and we submitted our receipt for the carpet purchase that the amount would be adjusted. "That is why I am called an adjustor," she stated. However, this was not done. That adjustor left the company without forwarding our claim to another adjustor. When my husband called about no responses he was told about this and another adjustor assigned. In the mean time we purchased the same carpet and had it installed since a large section of carpet and padding had been cut and removed for testing. After many communications with very little progress, the final conclusion of Connect was that $72 more was due. This is much less than 1 year of depreciation and the increase cost of the carpet. My husband gave the adjustor a line by line account of how the total owed is $300 short and needs to be corrected. The adjustor replied with sending the same document as before stating all they owe is $72. All we want is for the correct amount, $372, to be paid for the carpet to be replace. Connect by American Family has not held up to their responsibility of proper payment for the replacement of the carpet. Their business practice is proving to be less than honest and trustworthy.

  Customer response

  08/12/2022

  [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. 

  I am reaching out to you to let you know that a supervisor from Connect, Powered by American Family Insurance has reached out to us and the issue has been resolved above and beyond our expectation. 

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

  
  

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, July 18, 2022, our son was rear ended by someone at a stop sign in the Whole Foods parking lot in ****, ******. Our son and the person exchanged information, we took pictures of the accident, the man verbally accepted fault, and we then called American Family Connect Insurance to file a claim. We were told that we should receive a call from the claims adjuster within two business days. After waiting two days we still had not received a call from the claims adjuster, so we reached out by phone and email. We were told that they had been trying to reach us, however, we have no calls or voicemails to verify these claims. It has been three days since the accident and we have heard nothing from the claims adjuster, we have left several voicemails and they will not return our calls. At this point we feel like this may be a scam. We are down a vehicle and need to get this problem resolved asap.

  

  Business response

  07/29/2022

  Hello, 

  Please see our attached response.

  Thank you.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday July 19, 2022 at around 4:51pm ******************************* an insured motorist under American Family Connect and Property and Casulty Insurance Company was traveling in the middle lane on ********************* in ********** and I was traveling in the far left lane. She swerved over to my lane and hit my car side swiping the passenger side of my car. the lady admitted to being at fault however her insurance company is stating that she is only liable for 80% but there is no such thing as 80% its either 100% or nothing. The Adjuster ************************* was very rude and unprofessional. She declined to pay for the damages, she declined to get an estimate for damages. I want this company to take full liability of the damages to my car done by their at fault insured driver Oddrun.

  

  Business response

  07/22/2022

  Hello, 

  Please see our attached response.

  Thank you

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was going to switch insurance and I ended the automatic payments for my insurance with Connect. While I was looking for another company they tried to **** me anyway. Then they sent me a letter about a month later claiming that I owed them money for a week's worth of insurance and a bounced check fee. I had already cancelled my automatic payment so the payment should not have gone through and they had no right to charge it. Additionally, while I was looking for insurance we did not use the car until the new insurance kicked in but they claim that they provided a service that they did not provide and that I owed them for the one week of insurance. I did not drive and they did not provide a service. If they would prove that they provided a service I would be interested in hearing about it. I want them to clear the balance and not contact me again.

  

  Business response

  07/08/2022

  Hello, 

  Please see our attached response.

  Thank you.

  Customer response

  07/08/2022

  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.
  
  None of their response reflects my experience. They claim they provided a service which they cannot prove they provided and they say it is my responsibility to prove that I had other coverage when it is not. It is none of their business. They are trying to charge me for something they did not provide and for a fee I could not avoid due to their poor website design.
  
  Regards,
  
  *******************************

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a 6-month premium in place for $1,334.59 which I had paid in full. I received a letter stating that my policy had been cancelled because of non-payment. I log into the website and I see that the payment was paid in full and my remaining balance is at zero. I have uploaded the information straight from the insurance website. I call customer support in order to get to the bottom of it and they tell me the new premium will be over $3,000 which is more than double the previous.

  

  Business response

  07/06/2022

  Hello, 

  Please see our attached response.

  Thank you.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Connect paid to repair my car at a licensed repair facility but the car was returned still damaged. I contacted connect who told me they wouldnt help since the repair center was not authorized by them which is news to me since their adjuster told me that many of their clients have cars repairs their that they pay. This is completely unacceptable.

  

  Business response

  07/12/2022

  Hello, 

  Please see our attached response.

  Thank you

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a Home Insurance via ****** Connect AmFam and they charged me ****** $ . They never issued me an insurance and charged for it on my credit card. Since I never got an insurance from them, I went with a different owner since it was annual renewal and I had to do it on time. I have send them an email today.Please ask them to contact me via email since I am in ***** and My phone is not working.

  

  Business response

  07/06/2022

  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. ↩