American Family Homeowners Insurance Reviews
3.45 / 5 based on 84 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: 2019-08-18
Company Reviews (84)
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.
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. "
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.
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.
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.
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.
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.
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.
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
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.
good company, July, 2015
just checking with others companies
policy is very expensive
first claim told it all-bad insurance co., January, 2017
paid premiums' for years-first claim we have was bad from day one all the way down to our agent telling me that when this claim is over you might want to find another insurance company who can better serve you. Please avoid this company ! They have no class. 1/2016
PAID OUT 25,00 BEFORE THEY WILL PAY, December, 2016
We had an awful year, starting out on Jan. 1st having our 40 X 90 pole barn coliapse. Then 2 months later our house roof blew off. Two months after our garage burnt down with two cars in it. A month later I hit a deer with my car. Three weeks later a deer hit me in the side of the my car and demolished the drivers side.
Our insurance adjuster Brian Storm has been very difficult to work with. He has decided that the electric pole, electric line, and the security light are all part of the garage structure. He has decided to take off $4000 off the cost of the garage.
We gave him a sign contract for rebuild but he has told us that he needed the cement down before he would settle. After sending pics of cement he then said we need to have the sheeting on and he would pay. He then decided we need to have the roofing and the siding on and he would pay. He now decided that we need the garage doors on before he will pay (which is the last thing to put on and the garage will be finished)
We have spent 24,000 on gargae and the insurance hasn't paid us a dime.
All my tools were burnt up but I can't replace them because we are scraping up every dime to pay contractor for garage and we don't even know if the guy is going to pay.
My wife tried to speak with his supervisor but he did nothing but make her cry. I called him and asked for him to call me and he wouldn't return my call.
I have two kids under 12 and at this point we are trying to figure out how to give them Christmas gifts. We sure hope all the people at American Family Insurance have a great holiday snuggled up with family with a big meal exchanging gifts.
Think of us, who are having difficulties paying our everyday bills because of the money we have had to put out. We can't take a loan with a high interest that would be following us for years.
We HAD been with American Family Insurance for 25+ years an filed NO claims until this year.
It seems to me they are a great company until you have difficulties.
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.
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.
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.
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.
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.
Not so bright employees, March, 2019
The Webster Groves Mo office, one employee got things so screwed up on my homeowners policy and auto policy, I cancelled both. Said I filed a claim, when I didn't, going to raise my rate for this claim I did not file
Hail damage filed and rejected, February, 2019
I’ve had AmFam come out to look at my roof twice now. They say the missing grout is due to manufacturers defect, not hail. I can see dents and parts of the grit coming off. They refuse to pay. Houses all around my neighborhood with newer roofs than mine are getting roofs replaced by their insurance carriers. Independent adjusters say that AmFam is just not going to cover roofs now. No matter that I’ve had 2 roofing companies look at the roof and say it should be replaced. I will never recommend American Family Insurance again. Worst insurance company I’ve ever dealt with.
Dumped it after 25 years, May, 2018
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.
Wrote Bogus Policy, May, 2018
We owned a Rental condo for 4 years. This winter a water pipe sprung a leak and ruined the laminate floors. After over 20 years with never a claim American Family came out started a claim and was going to pay for damage until they discovered our agent (Ladell Myrick) had written a bogus policy that did list it as a rental property. Among many other things he insured us for 50k of personal property for an unfurnished place and showed we had a loan on not only the condo but our own house which are both paid for. Anyway through all the going back and forth American Family decided to side with their agent and not cover our claim. Needless to say we dumped American Family and changed to another company. I would not recommend American Family.
AVOID THEM LIKE THE PLAGUE., June, 2017
Mr. Ben Roush and Terry Karn, Tim MIller, David Hoebelhinrich, lets just say if you have a claim with water damage, do not expect any help from these folks. There all located in Kansas!
Horrible Claims Service, April, 2017
I have been a customer with American Family for over 30 years. My rates have continued to climb, with no claims. Well, hail storm, filed claim, and basically sent a sickly payment, and no one at American Family, from my agent to the adjusters supervisor , will return my call, nor or they available when I call. This company smiles when they take your money and stabs you in the back when they have to pay out.
Awesome service,great rates, September, 2016
We were in a pinch and found them willing to help us not only get insurance on cars but also for house. We are so grealful for them, try were patient,and walked us through the process and explained everything good and bad along the way.
Liars, July, 2016
We chose AmFam because agent us sin of family friend. The initial process was easy, premiums were reasonable but after less than 2 months they cancelled us because of a claim for jewelry loss for $4000.00 from 1 year before. If they had indicated any questions about our coverage we would not have left Farmers Ins, our previous company. Disappointed!
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!
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.