American Family Insurance - Homeowners Reviews

I filed a claim against America Family Insurance with my insurance commissioner. Afterwards American Family Insurance reinstated my policy at a higher rate. Now I have my new policy with another insurer along with American Family Insurance reinstating without advising me. They knew that they were wrong for canceling my policy and denying my claim. That's why they reinstated me and as of today I still have received a response about fixing my roof so please stay away from American Family Insurance. Although all insurance companies are a monopoly American Family Insurance is the worst. Stay away far away....

Mr. ** was simply helping himself to a healthy commission and leaving me in a bad situation with the mortgage company. Nice way to treat your veterans American Family! For all I know everything I’ve just described may earn him a pat on the back, or you can do everything in your power to correct an obvious wrong. And as I mentioned earlier, they gave him a pat on the back and suggested that I was the one who did something wrong. In my opinion Mr. ** should have his license suspended and the entire company should be investigated for their predatory and unethical practices.

I had recently been having issues with USPS (another failing entity) and had significant numbers of pieces of mail not show up even when they were on Informed Delivery. They should change that to; "YOU WILL NEVER EVER SEE THESE" as the title! Anyway, told the agent; "Look, just send the mortgage lender the cheque", and I contacted them to inform them they blew it and defield me even though I had informed them Insurance was paid through June 2025. Am Fam refused. Said they had to send me a cheque. Fine. I told them; "Send it FedEx or UPS!" So I know I'll get it...once again reminding them of my crappy USPS service. I said: "Just deduct the cost from the refund" (which was the total year's premium).

It's now early August. I sent a reminder to the person at AmFam; "Where is my refund at???" I told them I wouldn't sweat bullets until early this month about it, because over time you just will gaff it off. On the next e-mail, the agent, Mr. **, informed me after I sent his underling, Mr. **, the prior e-mail to the lady I had been corresponding with from their corporate office. He replies; "Uh, we have an issue with your roof, a whole row of shingles is missing..." (loose quote) I of course was pretty blindsided, so I went out and inspected my roof, and my neighbor's tree shed a branch, that hit the shingle, and dislodged it slightly. It was still in place, just slightly out of kilter with the rest. I had done roofing twice in my life before (whole roofs) helping friends re-roof houses they owned, so I knew the drill. Took me more time to get my ladder and tools and stuff than it took to reposition the shingle.

The agent said they had sent snail mail (which I never received) asking me to fix that. I told him I never saw that, nor was I aware of the out-of-place, single shingle panel. I informed the Customer Affairs persons in Wisconsin that the roof was fixed, and told him that he could send the inspector to re-inspect it. At the time I was informed by them that all they needed was that to be done and my coverage would be continued. Today I got the e-mail from them that they were 'cancelling' my coverage in a month (which is in fact not legal in my state, I should get 45 days notification, which I never got).

Their e-mail said; "The WHOLE ROOF MUST BE REPLACED" due to 'granulization' of the roof. The roof is 10 years old. I had demanded they send the report or I would get a court order for it, and in the report, it merely shows the 'sole' slightly out of position shingle. The roof doesn't need to be replaced. '2' Roofers nearby have seen the roof and said; "that's utter nonsense..."

The moral to the story is that if you bring up the fact they have failed to reimburse a sizeable chunk of your money due you, for no reason other than they are unwilling or incapable of following reasonable requests to avoid LOSS of the cheque, they will then just find an excuse to cancel the policy. My thoughts are that had I had a 'real' claim, they would have just 'denied it' and not paid. As it is, it's unethical to wait for two full months using; "We didn't look at the report till recently" excuse to deny coverage and cancel it.

It also contradicts their earlier: "Just fix this and we're good" e-mail. To this date I have received NO CHEQUE for refund, not one piece of mail from them, snail mail, requesting I take action. Matter of fact, had my roof 'leaked' for any reason and I found out they waited almost 2 full months to tell me they constructively knew a shingle was out of position, I would likely have sued them had they denied the repair claim resulting in the water damage.

Let this be a warning to all of you! Use this company and then ask for a refund, and then watch the sparks fly. No phone calls, no snail mails, not one word about my 'bad roof' until I wanted that refund from them. Not a peep. Not one peep. This company is the 'poster child' for UNETHICAL BUSINESS PRACTICES! Enough said. I kept it civil. But earlier today that may not have been possible albeit I smelled a rat when they raised the roof problem issue AFTER the inquiry about the missing refund cheque for nearly $700.00 that has been 'not delivered to me' ever. Thanks for reading. But honestly, these folks are skipper puppies to pull this, when asked just to refund the money to me they owed me.

Reading reviews for both Homesite Ins., and it's current owner American Family, it appears to be common practice to run policyholders in circles, and then deny their claim. Homesite Insurance must have bought their rating, because it does not reflect the way they do business. It appears that American Family is purchasing 2nd tier insurance companies to better their bottom line. I thought that when I purchased my renters policy from Geico, it was insured by Geico. It actually was just the opposite. They placed my renters policy with a second tiered company called Homesite Ins., which is owned by American Family Insurance. Homesite Insurance is a denial factory, bad faith insurance company, read their customer reviews, on rating services.

Here it is almost 5 month's later and I am without my personal property that was stolen. I have learned one thing from this whole situation, always check reviews on any and all Insurance Companies, before doing business with them. Homesite Insurance has 1000s of negative reviews from policyholders. I honestly believe their adjusters and so called investigators are paid bonuses to deny claims. Their so called investigator, who was an employee from American Family Insurance had me on the telephone for over an hour, threatening me several times, and trying to intimidate with most of her comments. You would very well served staying away from both Homesite Ins, and American Family. When you need them the most, they walk away from their obligations. Homesite Insurance is a perfect example of what to expect from doing business with a bad faith insurance company.

We recently received a notice from American Family that our policy was being “…nonrenewed due to claims experience on the effective date listed above.” In spite of the tortured English and lack of any date referenced by “effective date listed above”, I understood that after being a customer for 27 years and after paying American Family Insurance nearly $400,000, they were canceling my policy over a $37,000 roof replacement due to hail damage.

I contacted Amy **, my American Family Insurance Agent and met with her. Her answer was that there have been many losses due to hail in the area and lots of insurance companies are cutting back on policies in Colorado. I said I buy insurance to help me mitigate risk. It isn’t like hail is a new thing in Colorado, and if American Family Insurance isn’t any better at managing predictable risks like hail in Colorado than this, then they are incompetent at what they advertise they do.

I could understand them treating me this way if the loss was because I decided to get drunk and drive my truck through the front window and burn the building down. But, this was absolutely an act of Nature and a predictable event. Hail isn’t an “if” in Colorado. It is a “when”! Amy was cordial and was quick to point out that AmFam is happy to keep our home and auto policies in effect and we get “discounts” because we are claim-free and such low-risk, long-time customers.

I made it abundantly clear that I would never dream of treating my customers this way, and since apparently, loyalty and being a great customer means nothing to American Family Insurance, they can no longer have ANY of my business! Thankfully this is actually a blessing in disguise because a friend referred me to a wonderful insurance agent who not only matched or exceeded the coverage we had on all policies, she saved us about $2,000 per year in premiums! I should have shopped around years ago, but you know how life is and how much fun that is. Plus, I naively thought my loyalty mattered to American Family Insurance and they would step up when I needed them. Boy was I wrong!

So now I am shopping for new Homeowners & vehicle insurance for myself and my mother who lives with me for the first time since I was 17 years old. 37 years and I’ve never had a claim for an accident ever! Looking back I am ashamed of being an American Family Customer without question for as long as I have, even if American Family isn’t ashamed of how they treat their long-time multi-generational customers. I realize the only reason I was satisfied with American Family is because I never needed them to do anything for me, all I did was pay them. Sad Day.

I had two licensed roofers come to my home to bid on a roof repair and neither would attempt a repair because they said the roof would look worse by being repaired. I complained to my agent and was told, "roofs aren't a good deal for insurance companies." My roof is the only roof in my neighborhood that wasn't repaired by insurance.

A few weeks later I was in a rental car - 'thinking' I had great insurance and had a battery problem. Great! I had AmFam roadside assistance. It was 10:00 pm at night and I spent an hour trying to navigate the phone system to get me to get some 'roadside assistance'. Finally, it was easier to pay some local service $100 for a jump start than spend the night trying to get help from AmFam. The lesson I learned? Thinking I was insured by a great company and actual reality were two different things. Think twice before buying this insurance.

The damage to the inside of the house continued while we waited for another adjustor to come give a second opinion. They finally decided not to send an adjustor, and completely denied the claim. We paid extra for roof coverage. I am disgusted with this company and their blatant theft. If you have any other option for insurance, choose that. Even no insurance would be cheaper than throwing your money away with this company.

Original Review: April 25, 2021

I have had policies with American Family for years. Recently I had a house fire that was called a total loss. American Family sent out an adjuster and I was told that everything would be covered and so far their service was great. Then it was later determined that instead of covering everything like they had told me, they weren't going to cover ANYTHING. It was determined that my son had started the fire. If it was a neighbor or a burglar it would have been covered but since it was my son it would not be. I argued with AMFAM for months saying that my son had mental problems etc. but it did no good.

They then determined that they would pay off the balance on my mortgage, not because they wanted to but they were required to by law. It has been almost a year now while I am STILL paying the monthly mortgage payments on a house that I don't have because AMFAM is totally refusing to make the proper kind of payment to my mortgage holder. STAY AWAY FROM AMERICAN FAMILY.

I paid her for a whole month & didn't even need it for 3 and half of the weeks but she wants more money after the cancellation? We had a mutual agreement to cancel! 30 days later she calls me & said she'll send me a form to cancel. So another week passes I get the form in snail mail, another week passes and she gets it back. I already had replaced my insurance. They have been harassing me non stop for $60 for almost a year now! That was suppose to be for a part of a month. I have a perfect credit score & she have sent it to collections. The lady is a psycho maniac that hates dogs. I am a widow, suddenly & unexpectedly, she knows this but yet still continue to harass me. Please do not use this insurance, she is horrible EVIL person. And do not care if she cuts your throat.

This company and the insurance runaround still saw our roof unfinished 6 mos. later. This is where our claims agent told us, ‘maybe we should go with our guy.’ Unfortunately, we stayed the course and finally had our roof/skylight repaired after 11 months, almost an entire year. This spring we found a slow leak, that before it presented itself, had caused significant water damage and mold. After several conversations with the claims dept. and our agent, found we were not covered. After our past experience and the premiums of their top homeowners policy, which is ridiculous, they had the nerve to deny our claim. So, as we continue to pay for this ‘Gold Star Special Deluxe Super Duper’ policy, we also have to come up with $20K to repair our home. Nice huh? This is a company that takes advantage of their clients and basically ‘cashes your checks.’ That’s about it.

My agent told me to get a lawyer. Lawyers dont want to take on such small claims as they know American Family's reputation. Even if they win the case, American Family still doesn't pay what they owe. Before purchasing any American Family insurance, I encourage you to check their reviews. This was something I did not do, before switching everything over to the lure of better rates. They raised all their rates after the first year to over what I had been paying to a reputable company anyway. There was selection for 0 stars. Small claims court seems to be my only option, which they attorney up, and I show up with the actual facts. I thought insurance was there for you when you really need it. I have switched insurance since and they send me out letters stating I have payments due. They are the worst company I have ever dealt with.

This is 40% damage to each slope is required supposedly per their policy! I have never been late, never lapsed, and was looking for my insurance company to be there for me! They weren't there and truly screwed their client of 24 years. I even had a conversation with a Regional manager, I told him I trust them with everything I own with the understanding they will pay claims of damage when real and visible situations arrive. I no longer trust American Family! I don't recommend to any homeowners! They will not pay claims of damage and weasel out of them! I have had several roofers come out and the first thing they ask is for my insurance company, the very first thing they say is that company American Family insurance is your problem. They deny thousands of people a year and every year, truly thieves!

Anyways shortly after adjuster left a lady named Michele called me, she asked me if I was ready to entertain a cash offer on my residents! Told her to pound sand! Anyways, I looked the adjuster named Chris up on Facebook, I discovered his wife's name was Michele! I think he shot a low ball adjustment to me and then called his wife to call me to give a cash offer on my residents. In my mind American Family insurance adjuster defrauded the client of American Family insurance to gain personal financial gain for him and his wife! American Family insurance, Patrick ** in Arizona! This is my last year with American family insurance and am currently shopping for new coverage! Save your money and don't do any business with American family insurance! They are a HORRIBLE insurance company!

We talked with our roofers and were told that AFI has changed in how they are approving claims. One company bowed out working on AFI claims as too much hassle. Other roofer does not want to quote roof unless we deal with AFI. Called agent and left message describing problem. No call back. Called another day and left message. Again no call back. We have been with AFI for 26 years. Few claims due to deer hits and a chimney fire. Moved business to another company. No call from AFI on why a 26 year customer would leave. Feels like they no longer care.

I called my agent. He was an jerk and only talked over me and didn't allow me to communicate back with him and said he was just a sales man and referred me back to claims. I called claims again and ask for a supervisor and was told they were not available. I then called the bank and requested money upfront from my sister in-law's trust to purchase another car so that my niece would not loose her job. I had to rush out that day and pick out a car without really being able to look and make sure I was making the best option for her. I then had to for the sign title to them. I emailed my agent a message with the new car information because I didn't have time to go find a new agent as well that day to get the car insured. My agent called me back after he got my email and told me he was happy I found a solution to the problem.

It took me the entire day that I will never get back out of my life to rush through the process and everyone doesn't have the option to go get money from a trust account to purchase a new car. As of Thursday it still hadn't even picked up the old car from the collision shop. I called and made a complaint to my agent that that happened and later that afternoon that's finally picked it up. I told them the check had to be mailed to me because it has to go back into the trust to replace the money that I had to get fronted to me for the new car. As of Saturday still have not received the check to replenish my sister-in-law's Trust. I will be looking for a new insurance company because I do not feel American family had my family's back on this claim. And I will not be disrespected by an insurance agent who says after we spend $10,000 a year on Family Insurance will not get involved and do what he can to help resolve the situation.

Trust me, the only thing IL insurance board does is to pass your messages to and between the insurance companies, they do not investigate. When the top is broken, you cannot expect anyone to follow the laws and procedures. IL residents has the worst treatment from insurance companies, regardless auto, home, health. Do yourself a favor, put $500 away each month in a deposit account instead of paying your insurance companies. My experience is that I paid them over 20 years $120,000, but they will not cover a debris remove that was caused by their contractor that is only $600.

It wasn't until we threatened to get an attorney involved (despite our financial issues we deduced that we had no choice but to find a way) that they finally agreed to settle and pay a pittance of $17,000 more making a total of $27,000 that they gave us when they actually owed us $38,000! Not only that, but they spread it into two payments when we had to keep a mortgage on a house we weren't living in the entire time, so we spent the first installment just trying to survive their abuse! We ended up having to foreclose on our home, which I'm sure came as no surprise to American Family since it was their design to screw us over as much as humanly possible from the beginning. They are the scum of the earth and do not deserve the air they breathe. If you have AmFam, get out now! If not, stay far away! They will do anything they can to ruin you and your family, like they tried to do with mine!

I filed my claim 7/15 & still haven't receive payment! This is the worse experience in the world I've ever receive! I don't recommend this company to anyone. I'll be filing a complaint with the Cincinnati Insurance Board as well as switching homeowner insurance companies! But my local agent Douglas ** was wonderful! PLEASE DON'T WASTE YOUR MONEY ON THIS COMPANY & I'VE BEEN WITH THEM 5YRS & REGRET IT!

They use a stall tactics by not only cancelling 3 inspections appointments the day of but they hire a third party to do a partial inspection of your contents. American Family Insurance Company denies having received the results for months then refuse to reveal the inspection report. That 3rd party inspector said that American Family Insurance company had him do hundreds of partial inspections on residents and businesses. They used to be okay on paying out claims but now they are the worst he has ever seen in his career.

They put me in a one-room with one bed and lied and said that that is all my policy allows me to have. My contractor ask to take down the middle bedroom wall that was butted up to the kitchen where the fire was because it tested positive for smoke. The inspector for American Family Whispers to the American Family adjuster, "That won't cost too much." They are not concerned about restoring your house back to its original condition.

STOP AMFAM ABUSE.

We had hail damage to our roofs and the roofs needed to be replaced. The HOA was notified in early 2018 that the AmFam HOA policy deductible for hail damage changed from a flat rate deductible to a 2% of the structure value deductible. Unfortunately the homeowners were not notified. The AmFam agent acknowledged there was a communication breakdown in that respective office and they should have notified the individual policyholders who also had this individual policy that their coverage could not be enough in case of hail damage. Because of their error, we ended up paying, out of pocket, $2498, vs the $500 deductible we were expecting to pay. Shouldn't either the local agent of AMFAM be responsible for not properly notifying us of this change?

A few more days went by and I emailed him again no response by the ninth email I had sent... it was sent back to me as undeliverable. I then called customer service and I told them what was happening and they immediately told me that Brett ** no longer worked with the company and that my case was given to somebody else but had not told me about that. I was then given the name to a new agent called DeAndre ** and I asked for his email. I then immediately emailed him and asked him what was going on. I then got an email back from him that next day and he asked me to forward the photos and list of damages to him that I had sent to Brett **.

Immediately sent them to him and gave him the benefit of the doubt that he was going to treat me fairly since the other guy blew me off. I must've emailed this person 5 to 6 times still no answer. So I called the customer service number and I told him what was going on...that again nobody is reaching out to me and letting me know what is going on what the next steps are...so she sent me over to his voicemail and I left a voicemail for him. I then emailed him a few more times and finally with no response I called customer service back and I asked to speak to his supervisors I was given two different emails and were told that I could talk to one of the two people they gave me. So I wrote them emails and extensively told him what was going on and again I have not heard back from either of the two supervisors.

Finally my grandmother called in to the customer service center and she was transferred to the agent DeAndre **. He told my grandmother that he had tried calling me and then it was me that was not getting back to him. He had left me 2 messages three minutes apart asking me for my contractor's phone number. That's it. NO EMAILS AND NO OTHER CALLS SINCE HE TOOK MY CLAIM OVER! Immediately after getting those voice messages, I had emailed him and explained I do not have a contractor because thus far I have no clue what was going on, So why would I have a contractor? I have every email I have ever sent to both agents Brett ** and DeAndre **. I have every email I sent to their supervisors. I also have all my recorded calls that I have made to American Family concerning this claim. In the recordings you can hear the complaints I have made and the responses that I have been given.

They have not kept me in the loop. I have no clue what is going on and I need help. On Tuesday the 27th and adjuster from BrightClaim came out to my home took some notes got on the roof took some pictures and left after 20 minutes. He was scheduled to be here at 9:50 AM. He did not show up until 10:40 AM which cut in to my doctor’s appointment and I had explain this to my agent. I emailed him throughout the day and still there is no response and it is now November 28. I have no clue what to do and I don't know what the next steps are and nobody will tell me them!

I'm still playing the waiting game while getting excuses. "It's still under investigation." I was told a week ago "We'll have a decision 7/25 after our committee meeting..." Yeah I had to get ahold of her and once again another excuse saying meeting was cancelled and now I have to wait a whole other week for an answer. Just excuse after excuse. My savings is gone from having to move and now might lose utilities because people can't do their job. I'll never recommend Amfam to anyone ever again. Guess I'm going to go start getting a lawyer and see how she likes that.