ComplaintsforAuto-Owners Insurance Group

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We live in ********************** and our area was and is devastated by hurricane ******. We rented an air bnb due to no water in our home. We were told by our agent that our policy would reimburse us what we paid for rental. We have been seen by adjuster but no one has followed up nor returned phone calls or texts. Can someone please help us. Thank you.

  

  Business response

  11/13/2024

  We appreciate the opportunity to look into this with you. We apologize if our communication has not be adequate. We will have the branch handling your case contact you as soon as possible

  Customer response

  11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was totaled in June from hitting a deer and they took the wrecked car and title and they still have not sent a check for the car.

  

  Business response

  11/13/2024

  Thank you for the feedback on the claim. The original check was issued in September to the address we had on file. We learned in October that the check had not been received. We updated the address on file, but unfortunately the replacement check was not issued until last week. We apologize for the delay.Please let your claim representative know if the check does not arrive shortly.
  

  Customer response

  11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I received the check today 11/15/24.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim with Auto Owners. They offered a settlement of about 8k to tial the truck the day before I was going to surrender the vehicle they contacted me said nope we changes our mind we will only pay 3500. I am no genius but if ***** Bluebook says in poor condition the truck is worth 9k how can they settle into offer change. I do have it in writing but yet it's seems to be a shell game on there part

  

  Business response

  11/06/2024

  We appreciate the opportunity to reply to this complaint. We initially wrote an estimate to repair the vehicle. However, once the vehicle was at the auto shop,they contacted us and said they believed the vehicle was totaled. In the interest of time, we began valuing the vehicle while also working to verify the additional damage. On inspection at the shop, the additional damage was not related to the accident, and so would not be part of the claim. We are paying for the damages caused by our insured.

  Customer response

  11/08/2024

   
  Complaint: 22515723
  
  I am rejecting this response because:
  
  Complaint: 22515723
  
  I am rejecting this response because: using the logic from Auto Owners  the truck could not be ***aired to post accident conditions where the frame though ***** was not bent and thr truck was eligible for trade in. It appears  that the Auto Owners  insurance company  is not willing to address this in a reasonable and fair way. I am extremely  disappointed as I had heard  that they were ***utable.  My insurance is with Auto Owners and when my *** reached out to smooth things over there was no responses from the claim department.  Once again indicating  there lack of concern for there customers and for the people involved in claims. I informed  Auto Owners  that I would unfortunately not accept sorry we can't do what they are legally liable for.  I makes me concerns if this is a one off or a overall attitude with the company.
  
  Sincerely,
  
  ****** *********
  Sincerely,
  
  ****** *********

  

  Business response

  11/13/2024

  We acknowledge the further complaint from *** *********.A supervisor from our claim branch called and spoke with *** ********* on November 7. We apologized for any miscommunication, and explained that we owe for the damage caused by our insured. The supervisor then followed up with a letter. Auto-Owners has heard and responded to *** ********** concerns, and has paid what is owed on behalf of our insured.

  Customer response

  11/13/2024

   
  Complaint: 22515723
  
  I am rejecting this response because:

  Though I do acknowledge there was rust on the frame before the accident, as i have repeatedly said. i also have you agreeing that the frame was not dented, the bed truck bed was not nocked into the cab until the accident. As proven by your willingness to pay part of the damages.  No matter how you want to spin it the facts don't change, that prior to the accident the truck was worth almost 10k and your settlement offer for less than 1/2 after it was damaged is not fair. I truly don't see this being resolved as our versions of liability are not in alignment 
  
  Sincerely 
  ****** **********

  Customer response

  11/13/2024

  I am very disappointed that the Better Business Bureau only facilitated  a conversation. I had no understanding it was unable to help with real issues. As this is a legal matter I am stunned at this process

  ***

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was rear ended in an accident and her car is damaged in the rear. This accident happened 9/30/24 and we were reached out to by this insurance company 1 time. My wife was at work and so was I and unable to answer the phone. My wife and I have called multiple times and left voicemails and nobody has called us back at any point. We would like her car fixed and want to get this issue resolved but nobody has given us any steps from his insurance company on how to proceed. We have called various times throughout the past 3 weeks.

  

  Business response

  10/31/2024

  Thank you for the feedback on our service. We regret that you have not been able to connect with the claim representative assigned to your case. We will be reaching out to discuss the claim with the parties involved

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Reference Auto Owners Claim # ****************. On 09/01/24 my vehicle was legally parked, unoccupied, when it was struck by the insureds vehicle. My vehicle was towed (at my expense) to ****** Auto Body, where an estimate was prepared and forwarded to the insurer. The adjuster indicated the vehicle would likely be a total loss. The adjuster then presented me with a *** One market valuation report which had an inaccurate description of my vehicles trim level and mileage, along with two comps, one of which had two prior crashes and the other with an odometer discrepancy. The adjuster made an offer to buy my vehicle based on this inaccurate information. My vehicle had no title issues and no crashes prior to the incident. I brought this to the adjusters attention on 09/15/24 and provided additional comps that more closely reflected my vehicles pre-crash condition. For the next 30 days, the adjuster failed to communicate. Finally on 10/15/24 the adjuster emails me to confirm she received my emails regarding my concerns and my additional comps and upgraded parts / pricing list. Adjuster advised that she is reviewing the documentation to see what changes she can make. On 10/21/24 I followed up with an email requesting status. ******** responded with same lowball offer based off inaccurate information. It is my opinion that Auto Owners Insurance acted in bad faith when presenting the *** One Market Valuation report as a fair representation of the Actual Cash Value of my vehicle, including but not limited to the inaccurate representation of my vehicles trim level, odometer reading, condition, and upgrades, along with the intentional omission of their comps vehicle histories. It is also my opinion that Auto Owners Insurance acted in bad faith when their adjuster failed to return calls / emails, and otherwise unnecessarily delayed the resolution of this claim without the offer of a rental vehicle or compensation for loss of use.

  

  Business response

  11/05/2024

  
  We appreciate the feedback on our claim service. It is our goal to provide great service, and we apologize if did not meet that goal. Our claim branch will be reaching out to discuss the settlement and ensure that we have adequately accounted for the features of the specific vehicle.

  Customer response

  11/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to this complaint.   After I filed complaints with BBB and DIFS, Auto Owners ***************** reached out and apologized for the inappropriate handling of this claim to date.   As of now, they have asked the body shop to complete an updated estimate with the understanding that they will be repairing the vehicle.  

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This involves the lack of service by the insurance company contacting and handling my loss due to hurricane ******* It has been over a month and we have not heard from the adjuster. The company got a rental company to put us into a motel stating they would find housing in 3 to 5 days but 2 weeks later no change. We have called and texted the company to voice mail and no call backs. Our premium is paid but service is poor. Our home will not be liveable for a month or more. Can you help?******* R ****

  

  Business response

  10/31/2024

  Thank you for the opportunity to respond to ******* *. We reached out to ******* *. and addressed his current temporary housing needs. We will keep in touch and provide updates as we continue to learn the full extent of damages and how this may affect his additional living expenses going forward.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Better Business Bureau Subject: Complaint Against Auto-Owners Insurance for Misleading Claims Settlement Process Claim Number: **************** Dear Better Business Bureau,I am filing a complaint regarding the handling of my claim with Auto-Owners Insurance. On October 11, 2024, a driver insured by Auto-Owners ran a stop sign and hit my vehicle. I filed a claim, expecting a fair settlement based on my cars value and Missouri law. However, Auto-Owners response has involved what I believe are misleading practices:1.Improper Valuation Comparables: Auto-Owners offer undervalues my 2012 ******** CTS 3.6 Premium by using 2012 CTS 3.0 Base models, which have a lower market value.2.Retail vs. Private Party Valuation: When I questioned the valuation, a representative named ***** informed me that Auto-Owners was only required to pay the private party value, though Missouri law reportedly requires the retail value.3.Retaliation for Disputing Settlement: On October 25, 2024, when I expressed my dissatisfaction with the settlement, my rental car was abruptly canceled by the representative.These actions appear to be in bad faith and may violate Missouris consumer protection and insurance regulations. I am seeking a fair settlement using accurate comparables and a reinstatement of my rental vehicle access.Thank you for assisting in this matter.Sincerely,****** *****

  

  Business response

  10/31/2024

  Thank you for the feedback on your claim. Auto-Owners evaluates vehicles using common methods, such as obtaining values on comparable vehicles. It is rare to find an exact match for any vehicle, so adjustments are made to account for variances,based on known costs. We provide copies of the evaluations so that consumers can review the comps and the adjustments made. Individuals may also provide their own comps for review. At this time, we have worked with Mr. ***** and resolved this claim. 

  Customer response

  11/04/2024

   
  Complaint: 22475107
  
  I am rejecting this response because: 

  Heres a refined response that includes the link to the comparable vehicle:
  
  Thank you for your continued assistance with my case. Im reaching out to clarify my concerns regarding the valuation process for my vehicle.
  
  
  The insurance company informed me that they couldnt find a comparable model, so they opted to use a lower model for the valuation. This approach does not accurately represent the value of my vehicle, and I believe it undervalues my claim. Additionally, the insurance adjuster asked me to conduct my own research to locate comparable vehicles, which should not be my responsibility as the insured.
  
  
  After my own efforts, I found a comparable vehicle located within the **** that closely matches my model. I provided this information to the adjuster, including the listing, available at this link: ************************************************************************. Despite this, I was told it could not be used in the valuation, even though it clearly meets the necessary criteria.
  
  
  I am simply seeking a fair and accurate valuation that truly reflects my vehicles worth. I would appreciate your assistance in ensuring that the insurance company upholds its responsibility to properly assess my claim.
  
  
  Thank you for your help in resolving this matter.
  
  Sincerely,
  
  ****** *****

  

  Business response

  11/11/2024

  We appreciate the opportunity to further clarify. The Company did find comps local to Mr. ****** that were used in evaluating the vehicle. The value of the vehicle was affected by its status of having a salvage title. In addition to condition, mileage,and title status; location is a large factor in the value of the car. The comps we used were local to ********. The link in the complaint is for a vehicle located in *************, far outside of the market area where a replacement would likely be purchased.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a claim that has been approved for payment- plumbing issues related. We have additional living expenses on our policy. Our claim was 8.26.24 ***** ****** is too slow. She didn't send a preliminary adjustment until 9.19.24. Our contractor is not getting responses on supplemental adjustments things like incorrect tax rates and precedent set by our state cases like 80% damage. They started work on ***** and she hasn't extended our hotel stay. She hasn't replied to my 2 calls or 3 emails about it and she hasn't paid for our parking at hotel. This is standard stuff-we have loss of use on our home- no kitchen. We called her over and over when our hotel keys got deactivated with dogs in room and Abt 5K worth of personal property in it. People do not get your homeowners insurance with this company.

  

  Business response

  10/18/2024

  We have had an opportunity to review the concerns expressed by our insured. Our branch has been in touch with our insured to discuss their concerns, and continues working to resolve the claim.

  Customer response

  10/18/2024

   
  Complaint: 22425775
  
  I am rejecting this response because:

  Since my original complaint your adjuster did not reply to my email. I had to call her. When I called her I informed her that we were charged for parking at our hotel ****** that should have been covered. This still is not refunded. She did not approve parking fees initially I had to argue about it. She has not extended our stay per our contractors estimated completion date. She extended our hotel stay to 10.25.24 when our contractor stated completion date was estimated 30 days from start date which was 10.11.24. so 30 days would be 11.10.24. She informed me that our contractor had to give her a reason for delay regardless of my not being able to control that or having the right to this living expense and her delay in responses and incorrect information is also causing delays. She also stated that tax rates for materials were based on my home address - no I don't sell cabinets or flooring or subfloors those must purchased in my hometown for 8.1% tax rate. On my granite she admitted that Alessi V Mid-Mo insurance company was valid but would only pay for all granite if my contractor could prove it's discontinued. My contractor already explained it's stone a mined material at different depths and it's impossible to find a like item as it is 6 yrs old. It's ridiculous that I had to call her versus her responding, that I have to get locked out of my hotel room, charges for parking I have coverage for and I have to argue for things that have been documented or in the case of the sales tax a common sense item. The tax on materials is determined by where you buy the materials, not based on my superb address outside of city limits with no city sales tax. The places to buy materials is in city limits of **************. I would like to request a call back from ******* supervisor or just have someone tell her to pay for the sales tax where materials are bought, extend my room to the contractors estimate I hate staying there and will be home as soon as I can if they finish early and to use the original reply from my contractor on the granite- 80% is damaged all need replacement as it's in the line of sight in the kitchen. I have a replacement policy this will get the kitchen as close a possible back to the original condition. 
  
  Sincerely,
  
  ***** ****

  

  Business response

  10/21/2024

  Thank you for the additional detail. We continue to discuss the details of this matter with our insured, and have requested documentation to assist in moving forward, and resolving the open aspects of the claim.

  Customer response

  10/21/2024

   
  Complaint: 22425775
  
  I am rejecting this response because:

  Jamie's supervisor called me, I went over the details that I outlined in my rejection. She was to reach out to the adjuster and reach back out to me. I have no answer on any of my concerns yet so it's not resolved. My contractor submitted photos and information last week with no reply. Please don't state this is resolved until you let me know the actual resolution.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home Owners Insurance Claims 300-0219124-2024 April 2024 300-0350239-2024 June 2024 Complaints:*Failure to fairly, adequately and accurately investigate the totality of damage *shuffle responsibility for damages between claims in order to avoid paying for same *force contractors of choice to format proposals to insurance specifications, insurance cannot dictate to a private business on how to conduct business operations *failure to adequately and accurately utilize insurance exactimate softwear preferences, parameters and settings to provide estimates *failure to make accurate diagrams and notations in said estimates *failure to provide estimates to replace actual materials (ie. non-standard wood door w/ half moon glass light to be replaced w metal door standard dimensions; faced insulation to be replaced w unfaced?)*attempt to coerce use of specific contractor because favorable to insurance estimate *have a contractor hired by insurance adjuster come to our house, when contacted said contractor to make appointment was told that insurance adjustor cancelled *don't think that adjustor knows what he is doing with regard to contractor activities but evidently just knows how to behave to enable insurance to avoid paying out on a claim *understand we cannot use our front door and are obliged to use our back door as sole means of ingress and egress *understand that the parade of contractors we have contacted have had to traipse thru our bedroom since that back door exits from our bedroom *understand that insurance has made unreasonable demands of contractors and have failed to meet the standards of line item detail that they are demanding of a third party *feel that insurance is preying upon us due to socio-economic circumstances, limited financial resources and fact that the home is owned outright and not subject to the secured interests of a mortgage company w a stable of attorneys to protect that interest and make insurance fix damages

  

  Business response

  10/21/2024

  The branch investigated two separate losses involving wind damage to the Muse's home and has been communicating with the Muse's representation involving both claims. The branch also recently responded in writing to similar concerns in a formal venue outlining our position. Thank you for the opportunity to respond.

  Customer response

  10/21/2024

   
  Complaint: 22407957
  
  I am rejecting this response because:

  This matter has been unnecessarily adversarial.  The issues as outlined in the complaint have not been addressed or resolved.  Our home is still damaged and not repaired.  The claim has not been re-evaluated. The inaccuracies relative to damages and costs to repair same have not been addressed.  Just found out today that apparently the Adjuster still hasn't paid out to the tree service for tree debris removal on the June 11, 2024 claim???

  On-going communication does not constitute any type of actual resolution.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  10/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Auto Owners Insurance Company refuses to pay an automobile claim where we were rear-ended. They are giving us a run-around. No one, anywhere, in this organization is responsive.

  

  Business response

  10/11/2024

  Thank you for the opportunity to respond to Ray C. The branch spoke with Ray C. by phone on 10/8, 10/9, and 10/10. We also spoke with the driver of Ray C.'s vehicle on 10/9 to obtain their version of events to complete our liability investigation. We communicated our decision to accept liability 10/9. We explained this again on 10/10 and what was needed to issue payment. The branch will remain in communication with Ray C. and address questions he may have as we work toward a resolution.

  Customer response

  10/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22404496, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ray Cullings

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩