American Family Insurance

Added on 07/03/2006
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9 Reviews

Roxie5166
08/12/2011

American Family Insurance 1

The worst! Had our home and cars with them for 20+ years. Turned in one claim, the adjuster bungled the claim and we got nothing but a large repair bill. Terrible customer service. I wouldn't recommend them if they were the last insurance agency in the world. TERRIBLE!

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rodmael
06/28/2010

American Family Insurance 1

American Family Insurance
My opinions, ratings, are summarized by saying this is one of the worst companies I have ever dealt with. I have WAY too many stories to itemize here but I will list several of my examples below. Overall I have found them not to be trustworthy, knowledgeable about their OWN processes, slow to respond, and most of all they set the record for making ridiculous/silly excuses why they cannot do something simple or answer a question. My frustration led to having my wife deal with them towards the end (cancellation) as she had previous years of experience as a licensed insurance agent/broker in a past job.
1. I am a detailed oriented person so I asked and verified the answers to my questions originally in person with the agent. Almost 100% of her answers were wrong leading to many frustrating conversations after the insurance policy went into force.
2. Further frustration came from the flood of excuses for no answers or wrong answers and were exasperated by their "24 hour Customer Service" I was assured of. The majority of time I called several different departments through their 1-800 line I did get a "live" person in a call center (no specific insurance knowledge -just call forwarders) who forwarded me to an "answering machine" in various departments telling me to leave a message and they would try to get back to me sometime Monday thru Friday during their limited working hours. I find this disingenuous and borderline unethical to call this "24 Hour Customer Service".
3. Among the many assurances I was given was that if I paid the whole premium for the year immediately that the price was locked in until the next renewal (insurance companies don't raise rates between renewal periods). I asked numerous times if this was clearly understood between us and it was a big selling point for the agent. Two months later I receive a letter upping my car insurance rates.
4. Another letter informed me on a separate subject that they could not give me their best rate because of my "credit financial information". After MANY frustrating calls demanding specifics (my wife and I make a lot of money, our house is paid off, my 2010 car is paid off, we keep our credit cards paid off and as Credit Karma reports online - our score is "excellent) they finally agreed to tell me the specifics. They called it "insufficient history" (I have a forty year credit history) and explained that if we opened a new credit card account this would count against us and (I love this one) that if we did not show a history of charging to ALL of our credit cards every month it would work against us. I asked both the AMfam company finance person that gave me this information as well as the agent assigned to me if "this did not sound crazy to you, and do YOU charge to all of your cards EVERY month?" I was told of course they did not charge and would not offer an opinion as to how crazy and scam oriented this was (they sounded afraid).
5. Information such as costs and eventually refund information took the agent and other "customer services" personnel many hours or days to get answers to (they would call and get answering machines within their own contact list -is EVERYONE consistently out of the office??). Their competitors that I have dealt with gave immediate answers on the spot.
6. I finally found out my refund and am told I may see it in "weeks" in my past dealings with their competitors (Geico, Progressive, etc) when I made changes or cancelled they just made immediate credits to the credit card I used to pay with.
7. The overwhelming frustration was the number of times I heard from my agent and several other "customer service" American Family Insurance agents that "only the underwriter has that information" or "that's something that is out of my control". Again my wife had to remind the agent that they are our advocate - especially for easy reasonable questions - they are not just there to cash their commission checks. My experience with American Family Insurance was that about 90% of their people were not competent in much of anything other than mastering the art of excuses why they could not do even the simplest tasks. The other 10% tried, but seemed to have their hands tied --- one corporate rep told me concerning the issues I had that "We leave these in the hands of the local agents"- who told me "I can't answer that or take action without the underwriter". This just left us in limbo and VERY DISSATISFIED customers

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Votes on this review: 3 Helpful / 0 Funny / 2 Agree / 0 Disagree

IhateAmFam
06/07/2010

American Family Insurance 1

I've had AmFam for about 3 years. In that time I unfortunately my home was robbed. The adjuster claimed my losses to be $45,000 after depreciation etc (although my actual loss was way more than that). After feeling violated enough by the break in, I was robbed a second time by American Family when they awarded me a check for $5000. They cited that they were not going to cover things such as my home computer etc because I check my email on it (which to them justifies it as business use which I did not have a separate policy for).

To add insult to injury, I stayed with AmFam and had decided to expand my coverage to cover my "business property" such as computers etc. On Dec. 6 2009 my office was robbed. Cleaning out over $80k worth of computers, couches, musical equipment etc (about half of that was my personal loss). I lost about $50,000 in equipment (including vintage couches from the 60's that were $6,000 each). After depreciation etc They valued my loss at around $27,000. Of which they paid me a handsome check totaling $2500. LET ME REPEAT THAT......$2500! I almost threw up when the adjuster told me the total. Their crooked agents spent almost 3 months on my claim, I'm assuming trying to find a loophole to try to screw me. Their excuse this time was that they were not going to cover the majority of my items because they were not at the home that was listed in the policy (I was in the middle of a move and just happened to store some of my things there such as my music studio). There is just no winning with these corrupt companies. Moving forward I think I'm going to take my chances with not insuring my car or home. Worst case, if anything does happen I won't have to deal with the disappointed of being rapped and robbed by an insurance company that supposedly has your best interest in mind.

You make me sick. Lets hope their children grow up with morals and the decency not to take advantage of those who have already been violated.

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Hummdis
09/17/2009

American Family Insurance 5

I've had AmFam for more than two years and yes, I've filed a claim in that time. It's been the best insurance company that I've ever had to deal with and I've had esurance, Allstate, and Hartford.

AmFam processed my windshield claim quickly and was done within two days. Even the company, that I chose, to change my windshield was happy to hear that I have AmFam. They said that AmFam and State Farm are the two insurance companies that are the easiest to deal with and are the quickest to process claims!

I insure everything with them, literally! Home, cars, jetski, & life. My coverages are in the upper limits, I have riders on the house policy and all-in-all my total price is still $400 less than the next insurance company that will insure all of those same items!

Now, if they only offered Pet Insurance. :)

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meowmmy
05/10/2008

American Family Insurance 1

American Family Insurance Company, in my opinion has got to be the worst. I had a small fire (furance)in my home in February. It is now May 9 and I still have no idea what the settlement amount will be. They are totally unresponsive and the only excuse I get for the delays are "I'm busy. I handle many cases." I have called the customer care line, a totally misnamed department and all the girl did there was get the adjuster on the phone and then she pulled herself out of the conversation! We are talking about a small claim here.....20,000 at the most. I could have bought a new home, obtained my financing and moved in in this amount of time. I see no end of the rainbow here. The adjuster orginally told me this would be completed in 2 months. Here we are at 3 months and we are no closer to settling this then we were the day after the fire. And the kicker is ...my homeowners premium was increased by 44% a month after I filed the claim, and God forbid I'm late with that payment or they'll drop me. They are slow, rude, uncaring and all around awful! I have been a customer with them for over 20 years. No more. I am pulling my autombiles with them this week.

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parisHilton69
09/07/2007

American Family Insurance 1

american family is the worst to pay on renters ins. they are the the thiefs. Pay your premiums have a propery loss believe me Amfm will stick it to you some more. They are the real theifs.

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Votes on this review: 2 Helpful / 0 Funny / 1 Agree / 0 Disagree

jeckel6
08/30/2007

American Family Insurance 5

We had a little bad luck in the last few years. One a house fire and two a deer jumping into the car. Response was immediate, called the 800 claim number and had an adjuster out within hours. I cannot complain too much, I met others with house fires that were being screwed. Some construction workers told me of a company that decided on how and who did repairs - and they were not completed to standard and the homeowners did not know. The only complaint is the one home adjuster worked out of his home and lost receipts - he was disorganized not AmFam. Always keep copies of receipts is my advice and know your rights.

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sueskates
06/19/2007

American Family Insurance 5

AMF ins. is simply the fastest in responding to a home loss claim. I called ,they came ,I had a check all within 7 days!

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chocolate220
01/02/2007

American Family Insurance 1

I got rear-ended by a driver that did not have insurance. I turned the claim into American Family and I was told that I would recieve a call within in 2 business days. I never recieved a call so I called them and they told me that they were going to contact the other driver and they would get back to me asap. A week later, after not hearing from them, I called them only to find out that they had not requested a police report yet and then I was told that they would call me within 2 days after they had recieved the police report and had more information about the claim. Again, I did not hear from them for 4 days so I called them and was told to "just calm down becasue they can't control the mail." After they recieved the police report they called me and scheduled a time to come write an estimate for the damage on my car, ten minutes before our appointment they called me to say that they aren't coming, they would like me to go to a dealership nearby and they will go off of the estimate from the dealership. After about 4 weeks of back and forth phone calls and headaches they called me and said that I would have to pay the 500 deductable and they will turn it into court to get the other drivers license revoked and if they ever decide to get their license back I will get my 500 back. American Family does not like to pay for your claims or find the best way to protect their customers, there is no way I should of had to pay 500 when I got rear-ended and there was no question as to whether it was my fault. My car is at the body shop right now, as soon as I get my car back I will be saying "goodbye" to American Family Insurance

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Votes on this review: 3 Helpful / 0 Funny / 0 Agree / 0 Disagree

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2.45
average based on 11 ratings