American Family Insurance Reviews 

My rates doubled in two years. I’m 58 years old and have been with AAA all my life, starting with being on their car insurance when I lived at home to owning my own home. Two years ago, AAA raised my rates by $900 so I switched to Am Fam and got good quality homeowners insurance for $1400 in 2024, but in 2025 Am Fam raised my rate to over $1900; now they are raising it to $2747. I’m shopping around, but nowadays, I’m wondering if I can really get a decent rate? This is the straw that broke the camels back. I’ve been wanting to retire and move to Colombia for a while, but I have procrastinated as that is intimidating. No more procrastination. Opening up their envelope and seeing my new rate today really angered me. I hope to be out by the end of the year. Screw Am Fam.

UPDATE 4-1-26: I got very similar coverage thru Allstate for $1650. Then got a quote from Farmers for similar coverage for under $1200. I need to look at that more closely. Still wanna move out of the country tho, but this is a fair price for now.

My experience with a total loss claim with American Family has been absolutely horrible. They are shady and bend policy to fit their agenda and their bank account. This experience started on 2/24 and is still ongoing. Senior desk adjuster Sherrie M is the worst. Not only did they use cars that were no longer available on the CCC1 valuation report, but requested any car that I used to be evaluated be current and be currently listed so they can see pictures, she told me she was only going to cover the storage of my car at the shop from through 3/6 when I told her I was out of town until Monday the 9th and I wanted time to consider the low ball offer. She then changed the date to the 9th. Once I was back and town and able to look at the report I then decided to dispute the offer and send vehicles that I found. I was told that CCC1 doesn’t use cars from carvana because they use national pricing. People pay those prices all the time. As we were negotiating the payout she then took days off in the process. Once she returned I then inquired about buying the car back. On 3/20 after days of negotiations and her absence I accepted an offer. I was then told they would only pay for the storage of my vehicle until the 9th although we had an ongoing negotiation of the price as well as she took days off and I didn’t accept the offer until the 20th. I then had to mention calling the BBB before she agreed to pay for storage until the 20th. I removed my personal belongings from the car on the 23rd and the car was picked up on the 24th. Now today 3/30 she is holding my payout hostage due to and error between her and copart and the shop my car was at that is totally out of my control. I told her I’d pay the shop for the days after the 20th and not to take it out of my payment. Then she tells me that the shop billed copart until the 24th which is not my problem at all. It’s a lack of communication between her and the shop and copart. So she then informed me that she would be taking the money out of my payout which she agreed would not happen prior to to mix up. Now she’s refusing to send my payout until the shop reimburses them for her not telling them to only pay until the 20th. The whole experience has been horrible. I will be dropping them as soon as this is all sorted out. Run far away from American Family Insurance.

Charles Ramos is my agent. He helped me in a very time sensitive situation and explained to me my coverage options in a very easy way to understand. Can’t thank him enough! Thanks Charles.

They’re shady. I purchased my auto insurance by paying in full, 1mo later they billed additional $68 by saying your auto-payment discount is cancelled. This is my very first policy, and I paid in full, what discount was given and it’s cancelled? No explanation. So yes, they’re shady.

Policy Misrepresentation at the Point of Sale

When I initially contacted American Family Insurance to obtain quotes for home and auto insurance, I explicitly requested that me and my partner be on the auto policy. I was assured this would be the case, and I made my purchasing decision based on that understanding. Upon reviewing my policy documents, I discovered that my partner had not been added as a named insured. When I contacted customer service to address this, I was told that this was simply not possible even though this has never been the case for the insurance we currently hold or the insurance we had before that.

What followed was an exhausting, nearly four-hour ordeal involving contact with more than eight different representatives, none of whom were able to provide consistent information or a satisfactory resolution. Cancelling was equally frustrating since there is a level of incompetence that included getting dropped with no return call and representatives telling me they could not cancel my policy. This included a supervisor confirming the same position that cancellation was not something they could facilitate.

I then called back and reached a representative named Emily, who processed my cancellation completely and efficiently in under five minutes.

This is not a minor inconsistency. This is a fundamental failure of training and policy knowledge.

Additionally, I had to call back days later because an additional home policy was charged to my card. This call took an hour with repeated reps telling me that they could not find the extra charge. Only through insistence was a solution finally found.

This was all during the purchase process. I would hate to know how they operate when I actually need the "service" that they are allegedly providing.

Ladies in office are great to work with and very helpful. Always good people to work with, they know their stuff and always have the answers. They go out of their way to get me the answers I need or to take care of our needs. :)

I placed in a claim for water damage ion December 26, 2025 it is March 24, 2026.
I am still awaiting it to be completed

Eddie.Was quite a lot better then my previous insurance agent.There was no money better than him when he got me everything I asked

NEVER use American Family Insurance. If you have American Family Insurance, change to another insurance company, ASAP. Instance started in December of 2022, but the "Date of Experience" tab won't go before 2025.
Had an issue with water that got into the crawl space and office of my house.
I had 2 Apple I-Book Pros and an I-Pad that were destroyed by the water. Also, the flooring and sub-florring was damaged and suffered black mold damage. The contractor they hired, ServPro, performed a slop job. They failed to remove all of damaged sub-flooring that received mold damage from the water that leaked into the office and crawl space.
I have been fighting with them for years to get this resolved. I was told that I would have to purchase new computers (to the tune of $5,000) and then provide receipts before I received compensation for the damaged computers, and another $1,000 for other items damaged. ServPro won't send others out from a different franchise location to redo the sub-flooring and flooring to get the job finished per Colorado building codes. The insurance company won't lean on ServPro to finish the job.
The flooring is at risk of more damage, because the work was not completed (no caulking or Kill-Z), openings and exposed areas remains).

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