American Family Reviews
3.45 / 5 based on 116 Reviews | Submit Your ReviewSatisfactionClaimsCostBillingService
American Family insurance is the third largest mutually held insurance company in the United States. They are primarily represented by independent agents, with 5 subsidiary companies in addition to the parent company. They are the 9th largest home insurance provider and the 10th largest provider of auto insurance.
Company Information6000 American Parkway
Madison, WI 53783
(877) 571-4803 (Fax)
Company Reviews (116)
Claim Denied awful customer service, May, 2015
I have been with American family for more than 15 years last year we had hail. We filed a claim after 3 different roofers told us we had hail damage. The first adjuster came out was very rude looked at a small area of my roof said we only had $46 dollars worth of damage. She argued with my roofer. I filed a complaint had another adjuster come out waste of time several people in my neighborhood got new roofs ( different insurance companies) Now I get a letter saying because our roof is old American fam. will not pay for us to get a new roof. We have to pay out of our pocket for a roof and I have been paying them every month for 15+years without a claim. Getting a roof and changing my insurance company American fam is a scam.
DENY CLAIMS, October, 2014
Paid over $50K in premiums. After 10 years of no claims then having small claim I am denied. Adjusters try to blame any and everything else to deny. When prove they are wrong they come up with another bs reason to deny.
Refusal to pay valid claim, August, 2015
We have American Family for both Auto and homeowners. We have had roof damage due to a wind storm and interior damage. American Family is giving us a "one time" payout to fix the interior damage ( minus our deductible). They refuse to pay for any of the roof damage that was done by the storm. Since they are only paying a " one time damage fee" and nothing towards the roof , what happens when it rains again?
The claim handler was extremely rude and unprofessional. We pay our premiums on time every month and have never filed a claim. It is very disheartening . The claim handler told us if we did not like how they were handling our claim we hav other options we can pursue.
I will not recommend American Family Insurance to anyone and would challenge existing customers to explore other options before they are in a situation similar to mine.
American Family , you don't stand by your tag phrase " Go get it, we'll protect it. "
You get what you pay for - NOTHING, April, 2015
I had an adjuster come out to look at wind damage to my roof. (This is my experience and opinions) He came and sat in his car while the Ladder Assist company did the inspection. When the ladder assist began giving the adjuster his findings, the adjuster refused to consider brittleness or pliability of the shingles. The ladder assist listed 58"+" shingles as wind damage and that the roof failed brittleness and pliability. American Family stated they would only pay for the 58 shingles and would not consider the "+" shingles. I asked for a second inspection and was told that American Family will only pay for the actual damaged shingles and in no way insures the any shingles that would be damaged in the repair and that if all would be damaged during repair that it is not their problem. What did I pay the premiums for? I didn't ask for a new roof but other adjusters and roofers are all saying that my roof needs to be completely replaced now. I escalated it to the adjusters supervisor and their Corporate Branch Property Claim Manager. Again no one will address the fact all are saying the roof needs more than what they are trying to force a settlement for. The adjusters are rude and disrespectful. I caught the adjusters supervisor trying to use portions of the policy to deny my claim that didn't even apply to the claim. I don't have a big roof either. I am hiring a public adjuster to pursue further.
From my experience, I hope no one else has to go through the same. Look at the headlines for them with AM best ratings. In my opinion, there total goal is to keep drastically increasing rates while drastically reducing claim payouts. it seems as though they will go to any length to accomplish padding their pockets.
Waste of money. Run while you have a chance!!, March, 2016
Overcharged for years by an agent that was fired. Apparently when an agent is fired they don't have to take any responsibility for the mistakes he made. All they did was place the blame me for all of it. What a joke.
Terrible!!!!!!!!!!!, February, 2016
I was overcharged $55 a month for over 2 years. They offered $300 to forgive and forget if I stayed with them. I will not be doing that. The agent that originally helped us was fired, but when I went in with the complaint he tried blaming me and said there was no way it was American Families fault. They got all the money and never caught a problem, how was it not their fault at all? Would not suggest anyone go there. Oh yeah, and my brother canceled one of his cars with them a year ago and they were still charging him an extra $40 a month!! He called twice making sure it was cancelled and they said it was. They lied to get more money. Don't trust them.
Worst experience of my life! Take your $ elsewhere, November, 2015
Long story short I was involved in an accident back in April 2015. I was found 0% negligent. My car was quoted at 8,500 dollars. Which is more than 75% of the cars worth by law this should have been deemed totalled. Instead my claims adjuster Sean August does what claims adjusters do best and had the Chevy dealership lower the quote to 6,400. Well after about 3 weeks and tons of leg work on my end I received my car back. To wrap this up basically my car has never run the same. Its a 2013 car with less than 40 thousand miles at the time of accident. Now every two weeks my car breaks down. Litterally shakes hard engine light blinks and then ceces to run. This has been going on for 6 months. 19x in the shop and 10 dollars later in repairs they still can't get it to run for more than 2 weeks. I have done everything they recommend and have even switched shops. Basically Amfam told me "well go sell your car were not going to help Any more..." REALLY?!?!?!?! Sell my car?! How can I sell a car I owe 15000 on that is valued at 10 in good condition?! Oh and the best part is Sean said they would pay for this last tow and guess what. They went back on there word and never reimbursed me. Never in my life have I ever had such disappointing customer service. They are hands down the worst Ins. Com. Ever!!! Run take your business elsewhere. I already contacted the ins commissioner. I am not at fault yet im left not made whole. Whats the point of ins if they tell you your sol. Such a joke.
Repeated mistakes, over billed, for years., September, 2015
I was repeatedly over billed and had to wait months for a refund. In addition, i was rear ended and my claim went into subrogation and I never heard back from anyone. Poor customer service.
Bad Customer Service, August, 2015
I am salesman and I called to verify insurance for my client and the first agent that ansewered hung up on me after about a 5 minute wait and the second was no help after about another 5 minute wait.
Horrible Customer Service, June, 2015
It does not bring me pleasure to write this review about American Family Insurance. I recently contacted them regarding money that they owe me. It has taken almost a month for me to hear anything back from their legal department.
Ms. Debie Connell contacted me via email inform me that the funds could not be released to me unless I was able to provide a "letter of release" for the vehicle in question. The loan for this vehicle is over 7 years old. I have contacted 6 different companies in an effort to get this requested letter, to no avail. I keep getting the runaround.
Why should it be my duty to do the foot work for something when they are the ones that owe me? They provide horrible customer service.
I meet with my attorney next Thursday to pursue legal action.
I highly recommend taking your business elsewhere.
AMFAM UNFAIR & UNJUST!!!, May, 2015
An AmFam insured driver rearended me going at a fairly high speed (he stated he was looking at another accident on the other side of the road). I was hurt badly, my driver seat broke & my car was messed up. They refused to repay me what I was forced to pay out of my pocket to get my car driveable. They cut off my rental before my car was driveable. I was left totally stranded & had to call a taxi to pick me up from returning rental! I had notorized stmts & rcpts for what I pd out of my pocket to get my car driveable enough to get it home from the bodyshop! They refused to wait for the parts (which had been ordered) to come in! AmFam wanted to total my car & give me hardly anything for it, plus not pay all of my repair out of pocket costs. Between these actual expenses, plus my large medical costs, I'm out a lot of $! After trying to deal w/them on my own, was forced to retain an atty. More than a year has gone by & they still refuse to try to settle fairly. The insured had a fairly low policy limit & AmFam still refuses to settle fairly! Due to the adjustor always out of the office or not returning calls, I'm now facing my attorney filling a full lawsuit w/the court. I've been forced to use a legal defense fund loan (at a very high interest rate) to try to cover some of the expenses I've had to pay on my own. I'm on disability & don't have the $ to pay on my own! YOUR DRIVER HIT ME FOR CRYING OUT LOUD!!! AmFam is UNFAIR, UNETHICAL & UNCOMPASSIONATE! I hate seeing their ads about caring for your needs! What a joke! I WANT AMERICA TO KNOW THAT AMERICAN FAMILY INSURANCE IS NOT GOING TO SETTLE ANY CLAIM FAIRLY OR TIMELY! U MUST SUE & WAIT YEARS FOR ANY TYPE SETTLEMENT! DON'T INSURE W/AMERICAN FAMILY INSURANCE! U WILL BE CHEATED IF U FILE A CLAIM! WHERE IS THE LAW TO PROTECT THE INNOCENT DRIVER FROM COMPANIES LIKE THIS?! HELP!!!
Make a Clain and get Cancelled, June, 2013
After paying Home Ins. for 50 years with 10 with American we had to make a claim for major water damaged in basement they canceled our policy. We are now cancelling our 3 auto insurance with them and better rate and service with an other company. American was good until there is a problem.
Continually passed over, May, 2015
My car was legally parked on the side of a very wide road and hit by a driver insured by American family( along with a se cons car). The incident occurred 11 weeks ago, I still don't have a car. They are trying to say their client "passed out" and are "investigating". How long can that possibly take? Either it happened or it didn't, either way their client hit two parked cars and they should cover it, this company has no moral compass.
Waste of $$$, October, 2014
Better off putting $$$ in the bank because if you have a claim they are trained to look for any loophole to deny it.
Had them because my parents did, February, 2015
No customer service. Bad agents service . Claims paid slow and poorly. Should I say more . 1 star is generous. Thank you
rude customer service + computer program policy, May, 2015
I called AmFam to get answers for a letter I received about a premium increase due to four factors from our credit report; I checked the report and their reasons didn't apply. I was transferred to Jane in the credit department. She was rude and told me the letter I received had false info., gave me the silent treatment when I asked her to clarify, repeatedly refused to transfer me to a supervisor and told me the don't know anything and can't help me because the decision is made by a computer program and a person can't do anything. Their website claims a valued customer-driven company, with caring, agile, transparent values. I did not experience that. My husband is going to look for a new company to work with. I think "American Family" = Computer driven company policy and heartless customer service.
bad service, August, 2015
agent lies to you,and every year they raise your rates for auto and home ( ever year ) they give you good rates at first just to get you to join up and then raise your rates. the agent promises to call you back and does not call you back. that's lying.
Dropped us after 20 yrs because we USED our insura, June, 2012
We have been with American Family Insurance for several years. In the last 5 years we have had 4 large storms which we had to make a homeowner's claim and we had a major pipe backup which flooded some of our home. 4 natural disasters and 1 flood claim - None of which we had control over. American Family Insurance has notified us that they are dropping our Insurance and will no longer cover us because of these claims. Isn't that what we have insurance for?? Do they only keep customers that do not have to make a claim? We were informed that the only reason we were being dropped is because of the claims we have had to make. I have been with the company give or take 20 years, and because we have had to actually use the insurance they cancelled us. This is not fair business practice, and defeats the purpose of the insurance industry.
Didn't even send a claims adjuster, January, 2016
Their insured backed into my car at 15 miles an hour in a parking lot, did serious damage to my door and didn't even send an adjuster out. The person was clearly not paying attention and her and AmFam did not take responsibility. I had to pay for part of the damage even though it was not my fault at all.
Screwed, July, 2015
They screwed up on a payment and charged me 83 dollars because they charged the money to the wrong bank account. I cancelled the insurance since and would not recommend this company to anyone else.
Claim was handled quickly and professionaly, October, 2012
We've been insured with Matthew's agency since 2007. We had a hail storm in the summer of 2010 which did a considerable amount of damage to our roof and my truck. Matthew, his staff and the claims adjusters from American Family Insurance all handled my claim and answered my questions in a very timely matter. The professional service and response was second to none. We insure our cars, boat, house and a life policy with Matthew and American Family Insurance. Matthew's Agent Assistant, Carrie keeps us informed on new products and changes we have to our existing policies. When we have questions, Carrie is quick (within minutes) to respond with the answers we seek. I cannot say enough how pleased weâ€™ve been with Matthew, Carrie and American Family. Thanks! If you're shopping for insurance please consider an appointment with Matthew Krueger and American Family Insurance.
Beyond Disappointed with American Family, October, 2015
I had American Family Auto (5 Autos) and Home insurance for over 10 years and cancelled them when they refused to replace my roof after a major hail storm. I live in a cul-de-sac of 15 homes and with the exception of one other home that was vacant, I was the only one whose insurance company did not replace their roof and the only one with American Family Insurance. This is the first homeowners claim I had ever had to make. I have since moved to another national insurance company and have been very pleased with an agent who calls every once in awhile to see how things are going and discuss ideas to lower my rates. I never received this type of personalized attention with American Family and I'll never go back to them. I suggest my current insurance company to family and friends whenever the opportunity arises. So long American Family!
Policyholder, January, 2012
I have only good things to say about AmFam. The auto rates beat everybody else when my 16 yr. old son began driving.
always on time, May, 2013
american family is always on time if we have any problems and an agent will come out when ask to , when we need to make repairs and will increase or decrease our rates
I am looking for a better rate for a good policy
Good out fit, May, 2013
This was a good outfit. The agent was excellent to work with. Now moving out of state and can no longer write our policy.
Car Insurance, June, 2013
I only have car insurance, but it is very affordable. American Family was the cheapest insurance in town, and the employees are very friendly.
shopping for lower costs, April, 2014
my insurance rate went up so much that if upped the cost of my house payment, searching for good coverage, less cost, so my house payment will go back down. This is actually insurance that came with my purchasing my modest home. It is very difficult to rate this company, when I've never had a claim, and never talked to their customer service department directly, payment is piti so was already a done deal when I moved to FL from CO
I had a vintage car for which I wanted collision coverage. American Family would cover the car. I got a discount by adding house coverage. I no longer have the old car and I do not drive many miles on the two cars I have. I think my car insurance is too high for the miles I drive. There will be discounts for adding other kinds of insurance.
AFI, March, 2012
American Family Insurance provides the cheapest car insurance to me based off of my age, driving record, and discounts. I would highly recommend them to anyone!
close to me., January, 2016
the people are nice, warm, fast, friendly, and they are very very very very very very very very very helpful.
Best insurance company we've ever had, October, 2015
We've had our home and auto insurance with American Family for 13 years. After several claims, including an accident that nearly destroyed my car, they continued to cheerfully work with us. Our premiums did not suddenly increase after making a claim (I'm looking at you State Farm), and our agent contacted us quarterly to make sure things were going well. We are now moving to New Mexico and will no longer be able to use American Family. I'm not happy.
good company, July, 2015
just checking with others companies
policy is very expensive
1994 ford explorer, June, 2012
auto insurance on vehicle, waiting for to finalize and copy of insurance faxed to me so I can get the vehicle title transfered to me and renew drivers license in the State of Nebraska
Poor Claim Handling, July, 2016
Their driver hit me from behind because he was looking down at this air conditioner. Seems pretty straight forward but it took more than 2 weeks to do an "investigation". They finally got someone out to look at my car but now they are telling me I need to talk to someone else to get paid for time lost and inconvenience and back pain. That person will not call me back or give me any info. I think their strategy is to let you sue their customer so it's not their problem. If you're wanting an insurance company that will stand behind you if you're in an accident I wouldn't pick this one!
One of the Worst, June, 2016
I've been working with a few different construction companies who have supplemented claims to make sure that our clients--homeowners--get all damaged items of their roof replaced that the insurance companies are under contract to do.
Recently, AmFam has either been denying legitimate hail claims or they've outright refused to pay for parts of the roof including but not limited to; ridge vent required by manufacturer specs, flashing required by code, dump fees (waste has to go somewhere), minimum labor charges for tradesmen, and overhead and profit. It takes months to hear back from their adjusters. One of which (Curtis Negilski) blantly lies in his notes saying that he's talked with members of our company just to push a claim off of his desk.
They repeatedly deny code items on policies that have code upgrade. They'll take forever to get in contact with anyone just to run out the statue on the claim, and they don't care who they rob if it means more profits in their pockets. Their adjusters are either liars and thieves or they're brand new. Their turn around rate is sky high because working for them is in all likelihood a miserable process unless you're a compulsive liar.
Oh, and it doesn't matter if you throw all of the documentation in the world at them that says they're incorrect; they're trained to throw their favorite phrase at you, "It's American Family's policy to not approve (insert item here)."
From someone who's been in the business for years just negotiating with them to try and get their customers a fair deal: please, please go with ANYONE else for your insurance needs. USAA is amazing and even Liberty Mutual is x100's better than AmFam.
They just dropped me today!!!???, March, 2016
I have paid my premium for over 10 years and today they called to tell me they are cancelling me because i used my insurance too many times. In almost 15 years i used it four times total. All legitimate claims. Water damage and/or weather related conditions.
My first agent was Donald Klank and he was very ignorant and aggressive towards me. I complained they sent me to another agent. I should have left then.
They raised my auto insurance so i left to progressive auto. Then i moved and my premium went up which is to be expected since the house is bigger.
Well he called and was kind of a dick on the phone. Screw you american family insurance. I just started a new policy elsewhwre and its better coverage, better customer service so far and more importantly. ..cheaper. i just saved 40 bucks a month because of their assholeness.
Poor coverage, September, 2015
Had hail damage 12 of 21 skylights that fogged over in 2 weeks. Paid $8 per skylight for a flashing kit. This is only claim made in over 20 years with home and auto coverage. Stay away from American Family!
homeowners , March, 2015
VEry good company our agents are local and offer quick service and fair quotes
Excellent Local Customer Service, March, 2015
My agent is extremely knowledgeable and helpful. He provides valuable advice whenever I need it and we sit down for a personal review yearly. His local office staff is friendly and provides great customer service.
great, March, 2015
Loved the service
nnnn, March, 2015
blah blah blah
Home, June, 2013
Have never had problem with American Family, but they do not cover condos in Florida, so I need to know who does and the costs.
good place to do business, June, 2016
the price was great and the customer service was stellar. Really a company i look forward to using again when i have another vehicle
It wasn't too bad for me, February, 2016
I had American Family Insurance for my Auto and Renter's for just about 2 years. Within that 2 years we had to claim not an accident, but a little instance in the parking lot where we backed into someone's car. It was a little bump, but had enough damaged to both cars. We filed a claim and it was handled very smoothly as the policy stated. There was another time when we purchased a car from another state, we got pulled over before we took the car to DMV and was issued a ticket for driving without insurance (and also driving unregistered car). We had to have American Family Insurance write a letter stating that we were insured during that purchase time, and they responded to our request promptly and smoothly. Now during that drive our car broke down and we were in need of roadside assistance. We had to pay for the fixing of the car, but the towing was done through American Family coverage. So overall when we needed help American Family Insurance has responded to our situation smoothly and promptly. Our premium did go up after the claim, and overall I think it is a little more expensive compare to other insurance company, but overall experience we had a great experience with them.
Personalized, timely service, November, 2015
We have been with this company for over 25 years and obviously feel it's a good company for us, or we would not do business with them.
Thank you, July, 2015
I love it my agent rib sanvick was the best thank you ill recommend you anyday thank you for all your help!!!
Very customer friendly
N/A, September, 2014
Insurance Quote, November, 2013
I got couple more properties and I need few quotes from insurance companies.
Amer. Family quote, September, 2013
I just this house in FL. & I'm shopping for ins. quotes.
no comment, March, 2013
Insurance, February, 2013
Since I have never had an insurance claim I guess they all are the same until you have to file a claim.
review, August, 2012
great service and the price was right.would recomend them to any one who had a need for insurance car, home or otherwise
Good, June, 2016
I have good Ins. No one has call or talked to me about Ins I think this is bull shit. Theres your 20 words
If you like being stolen from, hire AmFam, May, 2016
Been insured with AmFam for over 15 years with only one minor claim for theft. Had a hail storm come through, filed a claim. Adjuster came, climbed a ladder, did NOT get on the roof as it is steep. Denied claim. I asked for review. Same result. I say okay. Then my next door neighbor gets a new roof, my neighbor across the alley gets a new roof, the church across the street with a steeper roof than mine gets a new roof. I'm surrounded by new roofs up and down the block! The only people that didn't get new roofs already had new roofs with the hail resistant shingles. 15 years, thousands $ in premiums, but they don't provide service I hired then for when really needed. They get an F. Get another company that doesn't steal from you. Hopefully this review costs them thousands more than I ever paid them.
Does NOT pay claims fairly, January, 2016
Had Ice backup on room that caused damage to underlayment. First time in over 60 years of living at this house. Was told since it was an "ongoing problem" there was NO coverage, then they jacked my yearly cost up by $110. See you later AMFAM, you cheated me!
very good company local agent very good my husband has been with them for 30 years. some policies a little more expensive but great agent team makes it worth it.
Not Satisfied, October, 2015
Filed my first claim in 10 years for my roof, which was damaged by hail. Adjuster had no interest in inspecting the roof, and he refused to offer any explanation for the damage seen, only stating that is was not hail. My contractor, got fed up with him 5 minutes into the "inspection". The adjuster DID NOT take pictures of the worst damage, two split shingles, which were causing a water leak into the attic. I complained to his manager and was refused a re-inspection. The manager did not seem to know about the split shingles and water damage because that apparently never made it into the adjusters report. I was told to REMOVE THE PATCH I had installed over the damage and photograph the damage underneath so they could determine if they should pay a claim to PUT A PATCH OVER the damage. He seriously said that without laughing.
they are friendly and helpful , September, 2015
My mom's always used them so I do
Hunting, December, 2013
Always looking for a better price with identical coverage
New rate too costly, October, 2013
$300 increase in policy cost not comparable to other companies with same coverage options.
Insurance, August, 2012
They are a very good company. I want to see what options I have for Insurance on my mobile home.
It has ben good, April, 2012
They have been good to us, helpful and informative. They have alway let us know what was new and if there was something that we needed.