Customer Review - American Family Insurance

Great until you have to make a claim

It's true that American Family is great until you have a claim. I wrecked my vehicle and my husband reported the accident within the hour. The adjuster was at the shop where the vehicle was towed the day the accident happened. They decided there was enough damage to total the vehicle. They were great to replace our car seat (which was in the vehicle, but not occupied at the time), get us a rental vehicle the same day, and communicate with us on a consistent basis. They ensured us thoroughly that they would immediately send all the necessary paperwork to our GAP insurance to get that process taken care of. My husband even checked up with the adjuster to make sure everything was being completed. We were satisfied with everything they had done, until we got a letter from our bank. American Family had made a payment, though we discovered they deducted around $250 from their payment because the interior of the van was "a little dusty." $250 FOR DUST!! And how dusty can a vehicle get after it was detailed two weeks prior to the accident? What also has me furious is that the "dust" could have been a result of the accident, because the airbags deployed, it happened near a construction work zone, and the doors were open until the wrecker came, which could have let the construction site dust into the vehicle. We also discovered that they never sent the paperwork to our GAP insurance like they ensured us they would, and they valued our vehicle for less than it was actually worth. Needless to say, my husband and I are extremely disappointed in American Family. Though insurance companies are notorious for ripping their customers off, we thought we may have found an exception. We were very wrong!