I was rear-ended by an American Family insured in July of 2009. I had stopped at a yield sign to allow the car coming through the intersection to pass. The woman behind me didn't bother to look ahead and see that I had stopped. This accident ruptured a disc in my back, which has led to physical therapy, multiple procedures (including back surgery), and ultimately a permanent injury to my back.

I was offered $7,500 to settle before going to trial, when my medical bills exceeded $75,000. At trial, the attorney brought up a couple of minor incidents I've had with my back and claimed I had a pre-existing condition. I hadn't seen a doctor for back problems since I had back labor with my second child over seven years earlier (and no problems with my first child). The previous incident involved a basketball injury in high school about 20 years ago. I had worked as a server for almost five years prior to this accident, with no problems whatsoever.

In the end, I was awarded almost $19,000 by the jury, but I was also found 50% responsible for the accident. I have no idea how that happened, but it was the jury's decision. After the costs had been taken out, I was awarded almost $6,000 against the person who hit me. The American Family attorney was able to tax the costs of the defense against me, even though his insured owes me almost $6,000. I now have a $10,500 judgment against me for being hit by his insured. I was not informed about this judgment by the court or anyone else.

I recently tried to refinance my home and was told that I would not be eligible to do so because I have a judgment against me. I was completely taken aback, since I had no idea there was even a judgment out there against me. I am on an Adjustable Rate Mortgage and I need to refinance before my rate resets. I contacted Ann Fitzgibbons at American Family and tried to have this judgment removed from my credit. I was told that I need to come up with a minimum of $1,500 in the next couple of weeks, or I will have to pay the entire $10,500 judgment.

This trial took place in June of 2011. It is now April of 2013 and American Family has not yet paid me the nearly $6,000 judgment I have against their insured. Their insured also has this $6,000 judgment against her on her credit, as I have the $10,500 on mine. I tried to talk to Marcia Taylor about this, who is Ann Fitzgibbons' supervisor. She stood by the decision to demand $1,500 from me to clear the judgment from my credit.

Since I was still getting nowhere, I contacted Stephanie Carlson, who is Marcia Taylor's supervisor. She also stood by the decision to demand $1,500 from me to clear my credit and allow me to refinance my home. Again, I got nowhere. At this point, I contacted Bernie McCartan, who is Stephanie Carlson's supervisor. Bernie will not even speak to me himself. He has instructed Angela in Consumer Affairs to tell me that the only way that I will get this off my credit is by coming up with the $1,500 in the next two weeks.

I am a single parent, raising two kids by myself. These are the same two kids that were in the car with me on the day of the accident. My children and I have gone through far more trauma than ever should have come about if American Family were an ethical company. I have a permanent back injury as a direct result of their insured hitting me with her car. I will incur thousands of dollars yearly in medical expenses for the rest of my life and I'm expected to come up with $1,500 to pay for the defense of their insured, who hit me. In my opinion, there is nothing even remotely "American" or "Family"-oriented about forcing a single mom to become homeless because of this ridiculous judgment.

I've tried repeatedly to reason with these people and they don't care about my situation at all. Unfortunately, I feel like writing reviews and warning other consumers about their unethical and possibly illegal business practices (allowing their insured to have a judgment against her for almost two years) is my only option left. If you are looking for an insurance company that actually cares about consumers, you need to keep looking. This company has to be the worst company I've ever encountered.

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horrible customer service

An American Family Insurance driver, took our car w/o asking us, put it in a ditch/pole. This insurance company was not only rude, but actually laughed at me on the phone when I asked for law or regulation that governed his claim that because WE had insurance, WE have to pay for the damage/make claim w/ OUR insurance! If you do your research, you will see THEIR OWN customers complaining about the horrible treatment THEY received.

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Wife was hit by the Am Fam insured. They are trying to deny the claim saying that the kid(16) stole the car from his parents or grandparents even though he had free access and passively sanctioned by them. He doesn't have a driver's license either and yet he had regularly driven the vehicle. Totalled our car, fractured my wife's pelvis, made her life miserable in so many ways beuond the pain and they are not living up to their good faith obligation, as they insinuate they are a reputable company. They are serving only the shareholders - typical democrats, act like they are helping the little guy, help themselves and say they are out to serve the community. Do not participate with this company or Progressive is my experience.

Horrible company to have to do business with and by the sounds of things (other reviews) they screw their own "family" too. If I could give negative stars, I would

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Received satements from company after accident with one of their insured that they will not fulfill their obligations

Poor coverage when hit by drunk driver. Denied claim due to their doctors and attourneys saying its pre-exsisting injuries. F----K Y---u American Family

Terrable Insurance Company. Lacking faith when making a no fault auto accident resulting in pernament back damage.

American Family Insurance is a terrible and shady company. They're only in it to make ungodly amounts of money and will not provide a fair and reasonable service for your premiums. They regularly screw their 'family' members. They don’t care for, or about their clients. They expect us to pay, pay, and pay. Which, we do willingly, in good faith, expecting that if some unfortunate day, if INSURANCE is needed, that all those premium payments will be there for us, that American Family will be there for us to take care of us, to INSURE us and our things.

Well guess what...if you get 'profiled' for anything even something that has no direct effect on them, they'll deem you a risk (even after 13-14 years of on-time payments and ZERO claims) and cancel your policy. First they might raise your rates but then later decide to cancel your policy.

I'm fortunate I've never been in a accident and have never needed them. I can't even imagine how that would have turned out. I've paid 10's of thousands of dollars to American Family in home, auto and recreational vehicle insurance and they canceled my policy. I got a ticket (my first in 4 or 5 years) and forgot to pay it. Through it in the glove box and totally gapped it. Then 9-12 months later I get pulled over in a mall parking lot while dropping my daughter off at the front door of a Chucky Cheese by an uptight policeman. He was all about the loading zone rules. He later informs me that my license had been suspended for an unpaid traffic violation. What?! Really? Regardless; my now 2 tickets (the gapped one in my glove box and the newest one 'driving after suspension' were paid and my license reinstated later that day.

Good to go, right? Nope! American Family, my trusted insurance company that's supposedly has got my back if something bad happens to me or my family… flushes my policy down the toilet and cancels my policy after 14 years. No call from my local agent. Nope just a form letter telling me I was dropped. Not very nice. But, I guess that's how they take care of their family.

American Family is a business selling financial protection service and has a right to make a profit. But I think American Family should be profiled as high risk and as a company to avoid if possible. They should be acknowledged in the open market for what they really are as a company that doesn't have your best interest in mind, that they forgot about the quality of the service and only care about the profits.
If you want service go somewhere else for insurance. I don't know where you should go because, like I said I've been with American for 13-14 years.

Oh, and lets recognize THAT the 'business' American Family...is made up of people, lots and lots of people, the people who work for American Family should be ashamed. Ashamed of the policies they write, the procedures they follow, for being weak and powerless to the system/process. I know in today’s tough economy everyone needs a job...but hurting other hard working families (that’s got to be hard on your karma) some jobs are like cigarettes, their just bad for you.

Take my advice...don't join the Family. In life we may not be able to choose our family but we can choose our insurance providers and American Family should be avoided, shamed and then forgotten about.

j.reynolds, Minnetonka MN

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To Many-Terrible Agents, Problems handling Claims etc..

AMERICAN FAMILY ADVERTISES THE FOLLOWING:

For more than 80 years, we've made it our business to give our customers peace of mind by making their insurance experience easy and convenient. American Family Insurance understands you are looking for a relationship with a stable and trustworthy company. You want an expert, caring advisor who works toward making your insurance experience easy and convenient. An advisor who ensures there are no unwelcome surprises and peace of mind, especially in your time of need. Our knowledgeable agent advisors provide auto, home, life, health, business, and farm & ranch insurance

American Family Insurance
1811 Pioneer Park Way
Springfield OR 97477-1141
Monica Smith Agency

Complaint Description:
I have been with American Family Insurance for over 10+ years.I have had the best agents up to when my agent Brandy Clayton retired to have a family, we were moved to another agent that had a bad personality and moved to the MONICA SMITH AGENCY. That was not much better. We wanted to immediately move from her agency too. I decided not too and just stay and see if she would work out or not. We'll that was a BIG MISTAKE!!! I asked for UMPD to be put on my policy 3 months ago, when I changed my comp. to a $1000 ded. Monica Smith recommended that I get UMPD coverage because of the high ded. I added that coverage. Monica forgot or ???? and just did not add that coverage to my policy ( I thought I had UMPD coverage like I had discussed with Monica 3 months earlier). 30 days later I was informed I have never had UMPD, of course not since it was added 3 months ago over the phone. My son and daughter also have it. My suv is the most expensive of the 3 cars and even the adjuster said that my car should have UMPD over the other 2, since it was the most expensive. The adjuster did not understand why my agent had the coverage on their cars and not mine when I am the main policy holder. I was in a car accident and was told that I would have a $200 ded. when filed police report. After 30 days and getting the police report filed, I was told that I do not have UMPD. I have a $1000 ded. which I'm fine with, but the UMPD that my agent was supposed to add has $200 ded. which a hit and run would go under. My damages are $750. Monica Smith has lied to the insurance commissioner and other agents that I asked her not to put UMPD on my coverage which is a total lie. I write on envelopes what is being said during phone conversations. I have one envelope that I wrote my desired insurance changes I wanted when talking to Monica Smith 3 months ago. I have 10 other envelopes that have info from other services. It's a common practice for me, I never have paper around, yet I always have envelopes around to write on. FUNNY TOO-MONICA WAITED 30 DAYS TO TELL ME I DO NOT HAVE UMPD COVERAGE. She cannot own up to her mistakes.
And American Family says they make your insurance experience easy and convenient. An advisor who ensures there are no unwelcome surprises and peace of mind, especially in your time of need.
I'm not receiving convenient and easy service without unwelcome surprises. I sure had a very UNWELCOME Surprise.
My family has given american family $500 a month for 3 cars and homeowners insurance. I also had business insurance with them for 6 years which added to a lot of money going to am/fam.My agent Monica Smith has also lied to her customers about PIP insurance. You can have a $250 ded and she told us it was against Oregon law to have a ded. on PIP. (against the law, great way to get extra $$$$ by not telling the truth to her clients) She checked into it and found out you can. Also told me that I was the first person ever in the history of her being an agent that has written a policy with a ded. on PIP coverage. Just think of all the customers she is taking advantage of. Out to make an extra buck where ever she can. Oh yeah!, My agent wrote a letter to the insurance commisioner and said that I was trying to twist her (Monica Smiths) words etc.. to get the outcome I wanted. Can you believe that???? Pretty much telling her customer that they are a con artist. WOW. She would not even have a paycheck if it was not for customers!!! Stay away from this company and especially this rude, incompetent agent!!! Cant even write my policy changes right. Then she says she took the ethical road, because it would not be fair to American Family to have to cover this claim under a coverage that the customer did not want to pay the premium to add. Monica is UN ETHICAL. Not putting on the UMPD on my Honda Passport for $11 a month. It is such a small expense and that is why I wanted to go with her recommendation. To be covered for an accident that was not caused my me. My son has left the insurance asap as soon as he saw what they (am/fam-monica smith) were doing to me. As a paying and loyal customer to American Family Insurance Company for 10+ years, I refuse to be treated like this. Furthermore, under no circumstances will I tolerate lies. I was very clear and pragmatic with my directives to Agent Monica Smith.
American Family has yet to fix this severe mistake of my agents. Still Waiting.....)

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Poor management, treats employees and customers horrible.

What is wrong with American Family? My parents have had AF for many, many years. Recently, they were told that they were deemed a poor credit risk. The kicker though was and is my parents have excellent credit, they own nothing... the credit check company is owned by AF. Now today, they get their new bill, which went up 15% with no explanation for the increase. When they called they were told that because they are going to be 70 that the insurance was raised. Personally, I know a lot of former AF employees/agents (some who owned their business) who have left or were force to leave due to a new regional VP, who does not make any bones...if you have even a slight bleep on your credit history...you are terminated. I think AF needs to realize that they are going to lose when they mistreat people. So sad, this used to be a great company--not now. :(

I can only hope what we experienced was "exceptional", as in "an exception to normal business practices." I am not a customer of AMFAM and now, I can gladly say, I never will be. This is due to the customer service response of Mark McGuinn and, his manager, Guy Rolls in Missouri. Never have we been treated so rudely over the telephone by anyone. We are in the process of working out a claim after being backed into in a parking lot, and I understand that AMFAM does not make money by paying out to everyone, that's not what this is about. This is about the shear lack in genuine customer service displayed by these two "gentlemen". I am in the customer service business myself, and I know how just one single employee with a bad attitude can affect business. Unfortunately for AMFAM, I have a soap box to stand on, and believe me, everyone I come into contact will hear about how horribly we were treated by this company. Today I've witnessed the most pathetic excuse for business practices I have ever seen. Stay far, far away from this company/

american family insurance is the worst auto insurance company in the country but i'm sure someone is making a lot of money there.

american family insurance is the worst auto insurance company in the country.

american family insurance is the worst auto insurance company in the country. do not buy insurance from them unless you want to get hosed.

The Ann Talton Agency has an extremely professional staff and are very knowledgeable regarding insurance policies and law. This agency's staff has provided front to back service for our commercial department and employee personal needs. In addition to cost effective, usable coverage, the staff has been prompt, and professional in providing quotes, information, sharing knowledge, and providing paperwork without delay. Our firm and it's employees will continue to seek the assistance of Lisa and Allison with all of our insurance needs and advice.