American Family Insurance Reviews 

This is the worst customer service experience my we've ever had. They agent on the phone was so rude. We asked if there was anything we could do to lower our bill of $3,000 for my wife and I for liability only which is seems so high for 3 old vehicles and 2 safe drivers with perfect records and he scoffed back at my husband "what do YOU want to do to lower it?" He wouldn't tell us what discounts were were getting or suggest discount we may qualify for like insurance agents usually will. Or why our bill is suddenly so much higher. He made my husband feel awkward and embarrassed for asking, which is a legit question to ask your insurance agent. This company has never felt like a benefit to us and we've been with them for a very long time. The message on the phone was "I could care less about you" and it has stuck with us for a year now. on our online page under discount you are getting it shows nothing so essentially we aren't getting any discounts for safe driving, being married, insuring multiple discounts, having good credit and he wouldn't offer any information even when asked instead asking us.

Worst experience with any insurance company. I incorrectly assumed that because of their affiliation with Cosco, that they would be a bit cheaper and treat customers well. I was wrong on both counts. In my opinion, their customer service was difficult and rude. I wouldn't use them but find out for yourself.

Easy updates to policies as needed. Friendly and helpful customer support.

If I could give this company 0 stars I would. By far I have had the worse experience of my life with this company! Previously this company was named Connect, which was during the time I enrolled in their auto insurance services. I always made my payments on time and never had any issues. During the holidays unfortunately my card ended up getting hacked and my automatic payments were not able to go through, however I was not aware that Connect was not receiving my payments. I never received an email, call or text message indicating so. At the same time the company was going through a name change (now American Family Insurance), so every time I tried to login into my account there was an issue with the system and I was unable to see/do anything in the portal. Long story short, I called the company to make the missed payment. I spoke to a representative and he advised that if I pay the 2 months owed then they could reinstate the old policy. I paid the $360 and some change, and then when it was time to reinstate my policy they tried to force me to pay $2,000 upfront indicating that due to my missed payments they were unable to grant me the monthly payment plan. I asked to speak to a manager and the representative advised that they don't have managers in their unit. Then I asked if there was anything that they could to help and to no avail. The representative advised that they would have someone call me that day for help (no one called that day). At this point I was completely frustrated and appalled. I have been with other insurance companies and I have NEVER experienced customer service as atrocious as American Family Insurance. Companies are supposed to look out for their customers, especially customers who are loyal. Things happen, and life happens, there has to be some leniency at some point for customers and there is absolutely none of that in this company. Now I am not a person that would leave a review like this but this is how horrid my experience was, and if I can help someone to not make the same mistake I did, then all the better. Please DO NOT trust this company, they do not care about their customers, they are money hungry, their processes and systems are incredibly skewed and outdated, they lie to their customers, their representatives are not experienced, and can't be trusted or relied on. Sometimes paying a little more with a reputable company outweighs the headaches and frustrations from a company like this one.

Been a AmFam/Connect customer (home and auto through Costco) for several years. Out of the blue I am contacted because my auto policy was flagged re: potential for additional drivers residing in household. Advised several representatives that the persons in question were adult children who have not lived in my house in years. AmFam REFUSED to remove them from my policy without me providing evidence of their actual insurance policy and/or utility bill in their name along with a signed declaration from them. I called BS to the reps I spoke with and indicated that the info being requested was not mine to provide. They indicated that unless i provided that my policy would most likely not be renewed. Oh well, if they are willing to let a loyal and a non-time paying customer leave so easily then i don't want to do business with them. For clarity, i offered to sign a declaration stating that these persons did not reside at my residence but apparently that was not good enough for them. Keep in mind when contemplating doing business with this Co.

This is one of Costco's vendors. They used to be called Connect. I have had no problem with my Auto and Renter's insurance but I just bought a new home and so far this company has failed to be professional. 1. They tried to get me to pay the one year policy upfront (before closing) even though it was being paid through escrow. 2. Then they told me I owed them $10 because some improper handling of their paperwork.
3. After 8 weeks in my new home, they have decided that they are cancelling my homeowners policy because there is a second dwelling on the property. I did not ask or include that dwelling in my policy. Here is their reason for the cancel: There are two dwellings on the property which cannot be adequately insured on one policy regardless of the
usages of both dwellings.

I was notified of this pending cancellation by the mortgage company, not by them.

My account was not "seemlessly" transferred to American Family from Connect. I've now reached out twice to address this issue. Both times I was told that the problem was resolved. I just logged in to my American Family account again and still nothing. No one has time to make these aggravating, never-ended follow calls just to get someone to do their job. I will now have to call again. Maybe third time will be the charm??

Our agent, Sally Petty went over and beyond. She is amazing! Great customer service, quick turnaround with all our home owner quotes, great quotes and the very number one thing everyone needs is that excellent personalized experience. Speaking to someone, not just online. Having the same agent to talk to back and forth. Being able to ask questions and that quick response. Great people who are organized and ready to work with you. That is why we went with American Family Insurance for all our insurance needs. Homeowners, flood and auto! Very satisfied

Lynette is Awesome. Super helpful and quick to respond!!!

Great communication.

this was very good, good rate , friendly people, Godly people, very open, and helpful

Casey was great about lowering our mortgage insurance and vehicle insurance. Went through the changes step by step and made the policy changes really simple.

Our agency with the help of Monica and Melanie does not disappoint. They’re very customer oriented and I would highly recommend.

Our new agent was prompt getting back to us regarding questions

Our Agent Leah keeps us up to date. Helping us with our insurance needs.

Nikki & Justin are both vibrant and helpful people. I’ve enjoyed speaking with both of them and they are very knowledgeable. They helped me get the right set up for my car insurance and offered me more discounts. It was a great experience.
Grateful

The agent was helpful, courteous, and answered any concerns or questions in a timely manner.

Agent did a great job!! All taken care of at one time

Everyone was very professional and took their time to explain everything thoroughly.