While I am writing this complaint, I feel a surge of anger inside me. American Family is not my insurance company, I feel lucky about it. But, luck does not shower its love to you all the time. I got unlucky when my truck was hit by a vehicle which was insured by American Family. The accident was a pure fault of the other driver. He ran a red light and collided with my vehicle at an intersection. The officer who investigated the accident, wrote in his report about the happening and it was well mentioned that the driver of the other vehicle was at fault.
It was a clear understanding and did not have taken so much from my end to prove my innocence. I contacted the insurance company and they messaged me after few days. The message only spoke about the acknowledgement that they had about the accident. Later, when I did not see them calling back, I made several attempts to reach out to them. Finally, after many days and numerous phone calls, they got in touch with me.
They started their call by saying that I would be liable for the towing cost to their dealer’s shop. I needed to pay for the storage and the towing charge. Otherwise, they won’t move my vehicle and it would remain at its original place. It sounded like a threat more than a request. The person on the call wanted me to help the company in mitigating their cost by spending on the transfer of my vehicle from one place to another.
It took several calls to try to resolve the matter. When, nothing was done from their end, I escalated the issue to the higher authorities. But, they seem to keep idle as well. No one wants to move his head further with my claim.
I did have one small issue before which was taken care of without any trouble. Most probably, because it was much smaller to be taken into consideration. However, this accident showed me the real picture of these guys. If they cannot provide even the basic customer requirements, then why on earth are they into insurance business?
I was not ready to pay $500 from my pocket for something that was done by their policy holder. But, they were adamant too. Hence, I am still here, without any solution and my truck hanging out there in the garage without repair. I am deciding about hiring a lawyer to sue them as I do not want them to leave without trouble. They asked me for a police report that was submitted long back, but they like sitting over things and doing nothing.
This company is worthless, and any insurance coverage taken would be no less that worthless itself. If you wish to stay away from problems, stay away from American Family auto insurance.