Complaints

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Date when incident occurred: 08/27 around 2.30pm - I have been a long-time customer and always pay my ********************** premiums promptly. For the recent incident, I paid a $500 deductible for the repair.- The auto insurance adjuster has incorrectly determined that I am at fault, even though the other driver is responsible. Despite providing additional details for a review by a different person, the same adjuster responded with the same flawed outcome.- The dispute arises from a flawed review of the incident and an incorrect determination of fault. I believe this is being done to justify increasing the insurance premium in future payment cycles.- It appeared that the insurance company attempted to resolve my issue, but they did not follow the proper process or put sufficient effort into reviewing the details I provided, resulting in an unreasonable outcome.- Following is the explanation I provided about the incident for their review:While driving eastbound on I-580 near *******************, just after ************** (exit 39), the driver in front of me stopped abruptly despite the traffic flowing smoothly. Unfortunately, their brake lights were not functioning, so I couldnt react in time. My Tesla Model Ys ABS activated and stopped my car, but there was still a minor collision that damaged the front right-hand side of my vehicle. As I mentioned in my claim, I attempted to change lanes to reach the shoulder of the freeway, but the other driver did the same and then continued driving without stopping. I tried to follow, but they sped off and took an exit. I couldnt keep up and eventually gave up. Clearly, the other driver is at fault. If they werent, they would have stopped to exchange details and get their car repair covered under my insurance.Unfortunately, this situation resembles a hit-and-run, and I cannot provide any proof unless the car repair technician working on my Tesla can find a way to extract video recordings of the incident. I kindly request that you r

  

  Business response

  09/27/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car accident on 7/28. To explain the accident, I had my car parked on the street and ********** car hit my car and the driver of that car ran away. I was able to obtain information of their vehicle registration and insurance from police, and police is still investigating this accident. As far as the police have confirmed, that vehicle was not stolen but they are still identifying who the driver was.However, the registered owner of the vehicle hasn't responded to both police and their insurance company. At this point, their insurance company stated that they may deny their coverages if the registered owner of the vehicle didn't give a permission to the driver.I believe that it does not make sense since the vehicle was not stolen and the registered owner has not responded to both police and her insurance company. If she did not give the permission to the driver, I do not see any reason why she would not respond to the police and insurance company. Their insurance company (CONNECT) keep avoiding my call a lot of times and they never call me back and I have not received yet any appropriate action from them. It has been almost two months that the accident occurred and I wanted to file a complaint against their insurance company to request assistance to ensure the insurance company takes appropriate action.

  

  Business response

  09/16/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  

  Business response

  09/19/2024

  We received the below concern. Originally, we responded that we would respond to the complainant by September 24, 2024. We have since received a Department of Insurance complaint on the same topic. As that complaint is not due until October 8, 2024, we will now be sending a response directly to the complainant by then.

  Customer response

  09/24/2024

  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,
  
  ******** *****

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 09/05/2024 I used connects website to request that my insurance policy be cancelled and my remaining payment refunded as of 09/08/2024 when my new insurance was set to take effect. Connects contact form said that I would be contacted with a response within 48 hours. I did not get a response so I reached out again on 09/10/2024 for the same thing to happen. I need my old policy cancelled and my prorated payment returned effective 09/08/2024 as I originally requested.

  

  Business response

  09/16/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  09/16/2024

  [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

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Issue:I am filing a formal complaint against American Family Insurance for delays and lack of communication in resolving my auto theft claim, which was filed on August 11, 2024. Despite my full cooperation and timely submission of all requested documentation, my claim remains unresolved, and I am now being told that I must cover the cost of my rental car, which was previously paid for the first 30 days by the insurance company. The lack of progress beyond the 30-day **** is unacceptable.Details:Delay in Assignment of Investigator:I was only informed on the 31st day that an investigator had been assigned to my case. This late assignment has unnecessarily delayed the claim process and caused me financial and emotional strain.Rental Car Expenses Beyond 30 Days:American Family Insurance paid for my rental car for the first 30 days, but since the claim has not been resolved, I have been informed that I am now responsible for paying for the rental out of pocket. Given that the delays are not due to any fault of mine and that I have been fully cooperative, this financial burden is unjust.Lack of Communication and Support:Throughout this process, I have received minimal updates, leading to confusion and frustration. The absence of timely communication has left me feeling unsupported and unsure of when this claim will be resolved.Impact on Employment and Mental Well-Being:My job requires reliable transportation, and the continued delays are putting my employment at risk. Furthermore, this process has been mentally draining, and instead of feeling supported, I feel as though I am being questioned, which adds unnecessary emotional stress.Desired Outcome:I am requesting immediate resolution of my claim and that American Family Insurance extend coverage for the rental car until this matter is fully resolved and a thorough review of the lack of communication throughout this process.

  

  Business response

  09/16/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  09/16/2024

  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 a customer and my policy number is ************
  
  Regards,
  
  ***********************

  

  Business response

  09/16/2024

  Hello,
  
  The complaint was submitted by the BBB to the incorrect insurance company. The BBB needs to submit it to American Family Insurance Company.
  
  Thank you.

  Customer response

  09/17/2024

  [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

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Tesla Model 3 and it was parked when another driver crashed into it. My car has video surveillance recording so the footage was all captured with the driver's license plate (CA ********, black ***** Odyssey and an image of the male driver's face. This information was provided to my insurance company: American Family Insurance (Connect). They issued funds to repair my car but told me that I would be responsible for the $500 deductible until they can reach the other party. The accident occurred on July 28, 2024 at 6:12 pm pst almost 2 months ago and they haven't located the other party nor refunded my $500 deductible. I didn't do anything wrong. I am the victim here and now being penalized by my own insurance company and out $500 ********** Policy Number: BX09096084 Insurance Claim ***********

  

  Business response

  09/12/2024

  Hello, 

  Please see our attached response. 

  Thank you. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 11th 2024 I Made payment in full of $1,736 for coverage during June 11th 2024 through December 11 2024. Supposedly on August 6th 2024 a notice was sent out requesting more proof of address but no delivery confirmation has been given. I recieved this notice after the policy was already cancelled on September 4th 2024. When I recieved the notice I immediately sent in the required documents but they still won't reinstate my policy and cancelled my insurance policy incorrectly causing me to not have coverage for days without even knowing. I will be filing an official complaint with *** aswell.

  

  Business response

  09/12/2024

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer response

  09/12/2024

  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 was actually out of the country on vacation that is why i did not respond in time. Once i was able to get the notice i responded immediately. I arrived back on September 6th. If you need proof of travel i can provide that to you. Since you are confirming you recieved all the required documents on September 9, 2024 and are willing to run a new quote can you please go ahead and run a quote so I can setup insurance with you. 
  
  Regards,
  
  Shaizad Toppa

  

  Business response

  09/12/2024

  Hello, 

  Please see our attached response. 

  Thank you.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Several years ago, my wife and I purchased auto and home insurance through ****** and put the payment on our ****** Citibank **** account. We made payments in full and on time. The policy ended 8/10/2024. The charge has been on my wifes ****** card for several cycles of 6 month billing and we have always paid on time and in full. Her **** card was always used for payment and it had some fraudulent charges and she got a new card with a new account number. In the meantime the automatic charge to renew the policies was on the old ****** Citibank **** card. The insurance company did not send any courtesy email or phone call to me or my wife that the payment was not made. We received no phone calls. We received no texts. During this time we were on travel and had our mail held at the *********** and we retrieved our mail today 9/3/2024. In our mail was a letter with no date indicating there was no payment received for the auto policy. So my wife called ****** Connect insurance to keep active the policy we have had for years. Very unfortunately, they indicated that they do not send email reminders or make any courtesy calls or texts to the phone numbers provided for any payment issues. They simply let the policy lapse without any care or concern for a long term customer. Even after calling the ********************************************* back about the facts and circumstances about the fraudulent credit card they would not renew our long term policy. They simply said we contacted them too late and will not renew our auto policy. The problem is that they send emails and texts for just about everything except to provide a long term customer service and policy continuity for when a ****** Card being used was changed due to fraud. Should we have received a simple phone call, email or text, we could have rectified the account situation immediately while we were on travel.

  

  Business response

  09/04/2024

  September 4, 2024
  
  
  Better Business Bureau of *********
  Attn: **************
  ****************************************************************************************************************
  
  
  
  Re:
  File Number:                             22235618
  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; 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.
  
  If you have any questions or concerns, please let us know.
  
  Sincerely,
  
  Consumer Affairs 
  American Family Mutual Insurance Company, S.I.   
  6000 American **************************
  E-mail: *************************

  

  Business response

  09/10/2024

  Please see our attached response. 

  Thank you.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The claims adjusters are unresponsive and find any reason to get out of paying a claim. I had both auto and HOI. I was recently side swiped by a truck and provided video surveillance. Street markings werent very clear head on. I showed them images and video of the lane markings proving this. They initially found me 50% at fault using a law that didnt apply in this collision. I pointed that out and showed more images. They reduced to 20% and still wouldnt reimburse me for car rental and deductible because I was 20% at fault. I complained to the state and they gave the state an inaccurate story. Still fighting this and have to follow up with the state.Then, I file a claim against my HOI on 7/2/24 after a guy filed a malicious defamation suit against me. It has been over 6 weeks since I filed the claim. The claims adjuster said it would be a couple weeks while legal team investigated. Still no decision and it has now been 3-4 weeks with no response to my attorney or my numerous calls and emails while my legal fees pile up. The policy is very clear that I am covered for defamation.

  

  Business response

  08/16/2024

  Hello, 

  Please see our attached response. 

  Thank you.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Firstly My premiums was $232 permonth for 2 cars, then after a minor accident ( just a scratch to both cars bumbers cost the company 1000 dollar compensation to both parties ) they claimed I am 100 percent at fault. Then instead of reasonable increase to the premium the doubled up premiums to be 514 per month Called them no body has explanation on how minor accident doubles up the premium Secondly they have doubled the claims and doubled the report of the accident which counts as 2 accidents reports ( supposed to be one ) which putting in a bad situation when applying for another insurance. What are the parameters of the increase ? How come there is two claims for the same accident? How come a scratch ends up doubling the premiums? Question no one has answers to Also going back to the claim it self they put me at fault 100% ignoring my explanation of the mistake of the other car driver. ******* my dispute request to the claim that provided in writing, Need to remove the report ( the duplicate ) Dispute on the claim

  

  Business response

  07/30/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  07/30/2024

  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.
  Basing decesion as 100% at fault without putting in consideration any pics, documents of the accident is not Fair 

  Paying to the other party almost 4000 dollars repair for a scratch is not realistic, and they told me it's only 1 thousand dollar 

  Doubling up the premiums for a single scratch doesn't make any sense 

  They even reported another car under the same policy for the same accident with the same date and event to Lexisnexis 

  Which is affecting my rates every where I want to buy insurance , and they aren't held accountable on fixing their mistakes 

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

  

  Business response

  07/30/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  07/30/2024

  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 

  They didn't provide any information regarding

  All what they said for protection of customer information we are not going to answer, however they in previous msg they included all of the private information possible to include with all the accident details and every thing. 

  No response, no proper explanation, no resolution, not being held accountable for their mistakes. 

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i submitted pictures of my odometer reading bc they had entered it incorrectly , they never made the corrections and raised my mileage amount to be driven costing me more money incorrectly

  

  Business response

  07/16/2024

  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. ↩