American Family Car Insurance Reviews
2.52 / 5 based on 40 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)
Last Updated: 2020-06-25
Company Reviews (40)
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.
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.
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.
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.
Absolutely Terrible, September, 2016
American Family Insurance is the absolute worst insurance company I've ever had to deal with. There is a huge lack of communication and my price has raised 3 times in the past 6 months because they somehow have magically lost my information. Of course they don't communicate with you and tell you that the price was raised or why it was raised. And whatever you do, do not ask why because you'll get a rude reply with no information. I will never go through this company for insurance ever again.
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.
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!
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.
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
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!!!
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.
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.
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.
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!
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.
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.
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.
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
Dumped it after 25 years, May, 2018
[I posted this review for Home, thought I'd post it to Auto as well.]
Had Am Fam renter's coverage for years - fine, never filed a claim. Went with them for home and auto for another 20 years. This year I requested a review of my premium becaseum naturally Am Fam had been charging me more because of a personal bankruptcy even tho I was never late on a payment. My agent did not take the initiative to review my premium after the bankruptcy came off my credit report. I requested the review and was told no problem, we'll do it and get back to you. A month passed. I called again. We'll do it and get back to you. Another month passed, still hadn't heard back. Bottom line: lousy service. I dumped Am Fam, switched to Secura thru an independent agent, am saving $300 annually on home/auto, and have better coverage. If you're with Am Fam, at check your options thru and indie agent.
Crooks, terrible customer service, October, 2016
What a rip off, I was in an accident with one of American family clients, he backed out of his driveway in front of me on a busy street, backed out so fast I didn't even have a chance to brake. They only accepted a portion of liability to save a couple hundred bucks, needless to say it wasn't to save their client any money, just being tight asses and screwing over the other guy who only had liability on his car. I would NEVER have American Family as my insurance carrier since they have ZERO respect or integrity to do the right thing, just save a dime every chance you get.
great, March, 2015
Loved the service
They are the best, October, 2016
I am really happy with AMFAM . Goof price , nice coverage and awesome service .Will stay with them for so many years for sure .
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.
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!!!
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
Never quoted correct premiums, June, 2020
American Family has been very frustrating over the past few years and now I’m canceling with them, this was the last straw. I had three different agencies over 5 years, and two of the three have supposedly been fired and closed agencies because of fraud. That’s what a couple agents have told me as well as customer service. Pretty sad!! Unfortunately I was taken advantage of too. They misled and misquoted multiple times, not just agents and not just customer service, but both of those and their own website! Somehow every time they say it’s my fault and they can’t do anything about it. This last time they actually took the blame because I showed them screenshots of their websites and email conversations with agents quoting differently than they actually charge. One agent offered me a $5 gift card to Papa Murphy’s pizza for their mistake that cost me $800 more that year than they quoted. Their corporate complaint team does nothing and clearly this isn’t going to change, so I give up. Fooled me too many times and now I’d be the fool to give them another chance. Don’t trust American Family!
High Car Insurance Increase, September, 2019
I am 72 years old and received a speeding ticket this year, first ticket in over 10 years, and they raised my rates $100.00 a month! Hate this company, and has horrible customer service! Taking my business elsewhere!
Great until they have to pay, May, 2019
I am so disappointed in American Family Insurance. I have been with them for over 7 years. I had two very small claims with them in the last few years, but never anything big. They had been great up until recently. A few months ago I was rear ended in a no fault state I was traveling in for work. They were determined to be responsible for my medical bills and were awful to deal with. They denied me so many times that I had to hire an attorney. I was already going through so much and they made the experience much worse by being so difficult. I am still fighting them daily. Then I received a letter that they are terminating my auto insurance coverage in June. I couldn’t believe it. American Family is great until they have to pay for anything.
failed to stand behind me after 20 years, July, 2017
Avoid American Family Insurance at all costs. I had been with them for over 20 years and never filed a car insurance claim. December 2016 another driver turned left in front of me and we unavoidably collided, totaling my vehicle. I had an independent witness and photo evidence saying the other driver was at fault. The case is still not settled.
My claim was neglected by Sherry Lalim. For 6 months I tried to get help, and she did the bare minimum to respond. She was no help and added to my problem. Nancy Ochs, the medical adjuster was disruptive went I tried to file a chiropractic claim. Nancy refused to pay the chiropractor for several months because the forms were not filled out they way she wanted them. My chiropractor said she was the most troubling insurance adjuster she had ever dealt with. Jack Tally would not give me fair market value for my totaled vehicle. He undercut me by 1/3 its value and then I lost my deductible on top.
These American Family "adjusters" did a horrible job. After 7 months of no action the case was sent to subrogation, to which American Family subrogation did not fight for me, rather they just turned it over to an independent arbitrator. They now say it could be another 6 months before they reach a decision.
This is the worst service by a company I have ever received. I was with this company for over 20 years and am astounded that they would treat a lifetime customer this way. Do not use this company even if they are the cheapest, you get what you pay for, well actually you don't get anything from American Family Insurance.
Overcharged , January, 2017
Premium was $120 a month for my car. Didn't think twice until I finally ran quotes. The most expensive competitor is $90 a month. How long have I been getting overcharged!?
Worst insurance I have ever had!, September, 2016
Gotta love it when you are the victim of auto accident fraud in the form of a swoop and stop causing you to rear end them, they prove he has a history of auto 'mishaps' were his is always the victim....yet American Family still considers me at fault and raises my rates. F**K YOU American Family Insurance I am definitely finding someone else to cover me as it is clear you don't, you just want my money!
great, August, 2016
American family insurance launched on 3rd October, 1927. Now, it has completed 100 years of
professional services. This company was started in Madison, Wisconsin when a sales man
Herman pinged the doors of Farmers Mutual insurance Company.
Great service, August, 2016
Great service at decent rates!! Agent has been very helpful and responsive. His office is great to deal with as well.
uneducated agent/office, August, 2016
When we moved we were assigned a different agent Deni Woolsey of Riverdale, Utah and have had nothing but problems. They obviously need more schooling and training to understand their billing and payment process, at one point she even had her son working there who was not professsional and educated with helping in our insurance needs.
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