Complaints

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was just informed that we have been dropped from our Connect/AmFam insurance of over 10 years because of a letter that I never received over a trampoline that we do not own!? Apparently, a review of our policy was done and due to a company error, there was an assumption made that we own a trampoline. We do not. Without a phone call or an email, we were dropped. (They are in the process of establishing a paperless option of contact I was told.) Now, our mortgage company is charging us nearly $2,000 for coverage, our bundled auto insurance is going up AND Connect will not only NOT re-instate our coverage, to add insult to injury, they will reject us from applying for a new policy! (Which, I was informed, would have been a higher rate since we would no longer be 10+ year members.) I was told this is because of two unavoidable claims made in 2019. Isn't this the purpose of insurance? Could this be the REAL reason we were dropped? PLUS, I was also informed that in finding new insurance, "The claims follow the person." So, how much MORE will this cost us?! Honestly, we have been very happy with our insurance all of these years. Though I am so frustrated and disappointed, I would simply like our coverage re-established as it was before. Never would I have expected something like this from a ****** supported business. (Over 20 years of membership with ******.)Thank you for your time, *************************

  

  Business response

  07/01/2022

  Hello, 

  Please see our attached response.

  Thank you

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an hit and run when my car was park and I contact my insurance to get my car fix and now they are trying to make this accident as 3 difference incident so they won't pay because my deductible is **** per incident so they now that if I try to fix my car they won't pay for my repairs.

  

  Business response

  06/16/2022

  Hello, 

  Please see our attached response. 

  Thank you. 

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in an accident on May 26, 2022, I do not feel my insurance has done there job as on my behalf. I was found at 90% fault due to the fact I made a left hand turn and the on coming car ran into me. I was at a stop in the intersection and the car that hit me did not slow down and check to see for on coming traffic, he had a blind spot due to a bi semi truck was in his blind spot. I have done research that shows it is not always the person making the left hand turn is at fault. I stopped to make sure there were no oncoming cars, before I could look around the truck the other person hit me. He was on his cell phone and distracted. He was found to be only 10% at fault, don't know where that percentage came from.. Also my car sat in the tow yard for 8 days until moved to the auto shop. This is a very high cost and will go towards my amount of liability, I was informed there is nothing that can be done, why should my policy have to pay for their mistake, I was never advised I had to call the tow yard to have my car released. This is not ok and I need to be compensated for this error. I requested my deductible be waived and was told it could not be waive this is not ok they have cost me more money related to the accident and will make the amount of my claim go higher. They need to be held responsible for this. I have to be held accountable and they should also..

  

  Business response

  06/15/2022

  Please see our attached response.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/01/2022, at 5:54 pm CST, I called Connect, who is my automobile insurer, to tell them that a rock had made a chip on my **** Lexus ES 300 windshield. I was told there would be no charges to me to have the windshield repaired and that there would be no repercussions to me on my insurance policy. Connect made an appointment for me with Safelite Auto Glass to have my windshield repaired the next day, 6/02/2022. I decided to call Connect back because their representative who set up my appointment told me that if the windshield was damaged beyond repair I would be required to pay my $500 comprehensive deductible to replace the windshield. On 6/02/2022 at 4:06 pm CST I talked with ******** B, at Connect and she confirmed the possible charges, so I told her that I would just pay to have my windshield repaired myself and that I wanted the claim cancelled. ******** told me there was no way to cancel my claim because the claim had already been entered into the system and that I would lose my Safe Driver Premium Discount for 4 years regardless of what I decided to do because of this claim and that further I would have to wait until 45 days before my policy renews before I could see if there was an increase in my insurance because of the claim. I became upset and terminated the call and then called ************************ who contracts with ******************** for their customers insurance needs. ****** then transferred me back to Connect ***************** where I talked with ******** P, on 6/02/2022, at 4:40 pm CST. ******** P then told me that my claim had been cancelled by Safelite Auto Glass but that it still appeared as a claim against me and that I would lose my Safe Driver Premium discount for 6 years as a result. I find this unfair as I was never warned about losing my Safe Drivers discount, in fact I was told their would be no adverse effects to my policy. I want this cancelled claim removed and my Safe Driver discount restored, my policy number is AI03354609

  

  Business response

  06/07/2022

  Hello, 

  Please see our attached response.

  Thank you

  Customer response

  06/08/2022

  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.
  There is no response that I have access to, please have the business send their reply in a format that I can read, thank you.
  [Please type your response here.]
  
  Regards,
  
  **** De Vous

  Customer response

  06/08/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  **** De Vous

  This reply from Connect is absurd as the claim was withdrawn within 24 hours, as soon as I was told the claim could have serious consequences on my policy.  Furthermore, I distinctly asked the person who took my information if there would be any consequences to me to have Connect handle this claim and the answer I got was no, it would have no effect on my policy.  What kind of an organization lies to their customers and then quotes company policies to cover their lie?  I paid Sterling Glass, of ****** ** $50 to repair the rock chip and **** did a commendable job. I feel this reply came from the same type of customer service representatives that have told me the same thing, which is nonsense.  This matter needs to be escalated to someone in the organization with the courage and conviction to change corporate policy.  Having a rock chip on my windshield is not justification to remove my safe driver premium discount for 6 years.  What on earth did I do that was unsafe, absolutely nothing!  I would like the name and email address of the corporate CEO, as this matter is being handled by individuals with zero authority who lack the courage to step outside their corporate cube and actually help their customer.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim with my insurance company for glass only on 12/12/2016 the windshield was replaced by Gerber glass on 12/14/2016 and my insurance refused to put factory glass windshield which the rearview mirror has fell down and will not stay up on the windshield which is a safety issue and has chipped pieces of glass each time that it falls which is very unsafe now the insurance company is willing to repair with factory glass and another deductible from me that I'm not going to pay for the same twice and I requested factory glass from the beginning.

  

  Business response

  05/25/2022

  Hello, 

  Please see our attached response.

  Thank you

  Customer response

  06/02/2022

  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.
  
  [Please type your response here.] I have complained since May 16, 2022, I also was told that my windshield would be replaced with factory glass this time, at no cost to myself however I'm still without it being replaced also not even verifying that the windshield has been even ordered as of today 6 01, 2022. I have been in this car with the rearview mirror fall at no notice which is unsafe, I should have been put into a rental immediately for my safety. When it's not yourself going through these certain matters, as we all are consumers! I pay insurance for my safety not for me having an accident. I haven't heard from the insurance company to tell me that there's an order number for my glass and due to arrive by a date, I don't operate my life on their time.  
  
  Regards,
  
  *************************

  

  Business response

  06/06/2022

  Hello, 

  Please see our attached response.

  Thank you.

  Customer response

  06/07/2022

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

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a customer of The ******************************************* for approximately 3 years and when the first-time accident happened, I filled my claim, claim number ***********, about the accident that happened on 17-March-2022 when my wife's car (not at fault) was hit by another car (at fault). I invited the police to the place of the accident. The police filled the report and I submitted it to the adjuster, who was assigned to me by connect insurance, together with all the photos I made around the accident. From that time, it was 41 days up to today 28-April-2022. I kept calling the adjuster every Friday to check the status of my claim but the adjustor always told me that she cannot reach another driver's insurance agent to solve the liability and that was the only reason for her to postpone my case. For every question about why? and what to do? she interrupts me with a yell and tried to neglect all my speech and I finally lose interest to talk to her and tried to call and reach another driver's insurance myself. Today is the 41 days since the accident. I called her again and the situation is the same, waiting for a reply, and no reply she said. She surprised me more saying that if another driver's insurance will not reply I need to pay my deductible of $500 and possibly my insurance premium will rise, otherwise she said there is no other choice and my claim on 17-May-2022 will be closed due to inactivity. I don't agree with it because the adjuster should resolve the claim with another driver's insurance, she is so inactive and irresponsible with her work. Can you please help me to restore the justice so insurance will get my car repaired by another driver's insurance, who was at fault as per the police report? Thanks

  

  Business response

  05/05/2022

  Hello, 

  Please see the attached response.

  Thank you

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am making a complaint about my experience with Connect powered by American Family. I selected this Homeowners insurance due to its affiliation with ******* It is my hope that making you aware of their lack of service will result in them meeting their obligation to restore my home from storm damage per the policy for which I have paid. In addition to failing to provide the insurance I paid for they have followed up this action by cancelling the policy. This being my first claim sends a clear message. They are willing to sell insurance but not provide it. A large part of my dissatisfaction relates to the contractor. I asked the adjuster to provide the name of more than one contractor from which to choose and was told there was only one contractor who had availability. It has been over 31 weeks since the damage and there numerous items remain unresolved. Please warn anyone considering this comany to look elsewhere. If you already have this insurance make the change before you need it.

  

  Business response

  04/07/2022

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  04/07/2022

  [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 

  Response to the response letter,
  To whom it may concern,
  Alacrity, the company hired by Connect by American Family contacted me about the issues with the contractor.

  
  The contractor is addressing the open issues but to date several significant items remain unresolved.

  
  Connect by American Family has contacted me and has agreed to review quotes I have personally obtained for work the contractor wanted to credit back in lieu of performing.  These quotes were sent at the time of this response, and I am awaiting payment.

  
  I was informed the cancelation of the policy was rescinded as stated in the response letter.  Per the call my storm damage was in the system twice.  Which they acknowledged was an error on their part.  I take this to mean two claims is grounds for cancelation.  No mention was made of how long I have been a customer or that I have never had a previous claim or that the damage was caused by weather.

  
  All of these actions happened after I filed complaints with the BBB and CostCo.  To anyone reading this you decide if this how you would like to be treated as a customer.
  
  Regards,
  
  *****************************

  
  

  

  Business response

  04/15/2022

  Hello, 

  Please see our attached response. 

  Thank you.

  Customer response

  04/18/2022

  [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 I can not comment on my satisfaction as my house is still not repaired 36 weeks after the storm damage. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent hours on the phone with AJ, the representative that assisted me in getting this homeowners insurance policy set up. During that time, we discussed the parameters of the insurance policy. She inquired about livestock, I said "we don't have livestock, but we have chickens". And apparently that was fine. I also indicated to her that I would like to know when the assessor would be out to assess our home, and she assured me that they would. Well as it would turn out they didn't. After the assessor ultimately trespasses our property, they leave a cryptic voicemail indicating they are going to cancel our policy if we don't call back immediately. Which I do, and I spend over an hour in their automated system getting cutoff/hung up on. So, I sent an email asking them to contact us. **** called indicated that we have lifting shingles on our brand new (less than 2 years old) roof, which we do not, and overhanging branches, BUT there was nothing we needed to do on our part. He inquired about the chicken coop, number of chickens, and whether we sell the eggs, (we do not). **** assured me all was well. Yesterday we got a letter telling us they are going to cancel our policy on4/28/22, if we don't "remove the livestock from our property". I called and they initially said that because we have "more chickens than family members" that they were too high risk. Then when I spoke to *************************** policy supervisor, she indicated that we couldn't have chickens at all since they were a "low risk" insurance provider. I mentioned to her that chickens are not considered livestock by case law 29 CFR *******. These 6 chickens are our pets, and 3 of them are so old they don't lay eggs. She said there is nothing they can do about it. I don't understand how chickens pose any kind of risk first of all, and secondly, I don't understand how they can issue policies, accept our payment FULLY KNOWING all of this information, then cancel our policy less than a month later???

  

  Business response

  04/01/2022

  Response attached

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 23, 2021 my spouse was in a no-fault car accident, which made his car undrivable. The other driver took full-fault for the accident. My spouse had to use our insurance "rental car" policy in order to have a car for work. He went to Enterprise to rent his car. However, 30 days later, his car was still not fixed, and was forced to return the car and pay the rental balance $471.28. After many discussions with the insurance company, we were able to rent another car with Hertz. On January 28, his car was finally fixed, and had to pay Caliber Collision $250 for the deductible cost, and in addition, the car rental company, Hertz $363.58. Today, 2/27/2022, we have still not receive any reimbursement nor any communication from Connect. I am paying interest on these charges and in reality I do not understand, if all funds were allocated from the other insurance company, why it has been over one month with no reimbursement payment. #Claim # ***********-1

  

  Business response

  03/04/2022

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello. ****** and I have been a family for over **************************************************************************************************************************** ****** stock. The business model ****** adheres to is why I plan to invest in the future of such a deserving company.Why ****** is recommending Connect by Amfam, has cautioned my future purchases and any recommendation ****** offers. This relationship between ****** and Connect needs serious inquiry from the Executive Vice President, **********************************.I changed my auto insurance to Connect based on the superior customer service ****** provides.From the start the representative claimed he charged my credit card for the 6 month premium. A week later I receive a letter stating, "Full payment is due.," This representative did not do what they stated. This was during COVID-19 so I accepted the confusion as a mix up.Sept 22, 2021 my Mom is involved in a minor scrape from a illegal intersection that a commercial business constructed without permits.The property adjuster, ***** was pleasant and acknowledged my Mom having complications from COVID-19 including dementia. ************************* the claim adjuster did not return my call, nor did she acknowledge my current health concern for my mother and her failing health. ****************** used this vulnerability to hammer my mother into providing a statement under duress. Luckily, I was present and stopped this unethical treatment of a clearly impaired senior due to our current pandemic. I expressed my displeasure and spoke with ***************** her supervisor. She advised me to follow the doctors orders and take care of my mom. ****************** never gave any indication of a time limit for a statement and wanted to view ********************** conduct from afar. I asked for a new adjuster and was denied. For the next 2 months ****************** sent threatening letters until she demanded 10 days for info. They closed the case in 9 days and I never had a chance to defend my mother.

  

  Business response

  03/02/2022

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  03/05/2022

  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.
  
  [Please type your response here.]
  
  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. ↩