Complaints

This profile includes complaints for Auto-Owners Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto-Owners Insurance Group

  6101 Anacapri Blvd Lansing, MI 48917-3968

  
• 

  Auto-Owners Insurance Group

  2401 East Paris Ave SE Grand Rapids, MI 49546-6132

  
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  Auto-Owners Insurance Group

  3687 Old 27 S Unit 5 Gaylord, MI 49735-7720

  
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  Auto-Owners Insurance Group

  830 Pleasant St Saint Joseph, MI 49085-1102

  
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  Auto-Owners Insurance Group

  700 Hammond Rd E STE 100 Traverse City, MI 49686-8641

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23259198
  
  I am rejecting this response because:

  I am waiting for Auto-Owners to respond to our contractor's complaint as well.  And I am running all this by my attorney.  After all this, I will be better informed as to how to respond. 

  
  Sincerely,
  
  ****** *****

  as not home to answer it. I called Monday, the 28 and his voice message box was "not completed". I called the main number, their response was that our adjuster was out of the office all week. I asked for his supervisor, had to leave a message since he's out and cannot be reached. I called back to get the supervisor's supervisor and that led to another message being left. I then called to ask to speak to someone today and that person hung up on me. We have faithfully paid our premiums and this is the response we get? Our kitchen has been unlivable since October 27. Six months of delay, delay, delay, non-responsive to emails, text, phone calls. What kind of service is this? What kind of company treats their insureds like this?

  

  Business Response

  Date: 05/01/2025

  We regret that you are unsatisfied with the service on your claim. It is the goal of Auto-Owners to pay all that is owed on each and every claim and to provide excellent customer service. Our local claim branch will be providing you a detailed response to your concerns.  

  

  Business Response

  Date: 05/06/2025

  We appreciate the additional information. The Company has previously supplied you with our position as to your claim. If you wish to submit additional information we will be happy to review it once it is received.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in an accident involving one of their insured drivers who failed to yield taking a left-hand turn and sped up to try and get through the yellow light, causing an accident. I reached out to auto owners insurance to start a claim and was unable to speak with anyone for multiple days I left numerous voicemails as well as my insurance agent on day five I finally received a call back, was told that they would work on getting an estimate done and get back to me. I was spoken to extremely rudely reprimanded for going through a yellow light, which is funny because we both drove through yellow light, they then arranged for me to get a rental car. I received a phone call a few days after that stating that the estimate was just over $6000 for my new vehicle, I had just purchased two weeks prior for $10,600 they also said that looks like its going to be ***** liability I said absolutely not I had the right away, I was already going through the intersection when she pulled out in front of me I told them that the police report would be completed the following day and I do not accept their offer of ***** responsibility. I received a phone call later that afternoon saying that they have closed the case and determined it to be ***** liability and that I would be responsible for half of all the costs no matter what the police report said and after all was done I would receive a payment of $3k and it would go directly to my car loan. The police report states that the other driver sped up to beat the yellow light despite having to yield to oncoming traffic, common sense to anyone that drives. She verbally accepted responsibility at the time. My lawyer reached out to them and they ignored her phone calls for 5 days & ended my rental car two days after their offer despite the fact I declined. They are refusing to pay for my car and disregarding the evidence. I suffered a fractured sternum, and contusion to my heart. I have a witness as well. I want them to take responsibility.

  

  Business Response

  Date: 04/30/2025

  Thank you for the feedback regarding your claim. Auto-Owners makes liability decisions based on available evidence. The police report is a part of this, but we also rely on other evidence such as statements from each driver, photos of the damage,evidence about points of impact and other evidence that may be or become available. Total loss vehicles are evaluated using comparable vehicles that are or were recently for sale in your local market area.  

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************************* put in an online request to cancel our insurance because we closed the business. Our agent, called us to confirm. She failed to follow through. Auto Owners Insurance ended up cancelling our insurance for non payment months after we canceled our insurance via their website. Now they have sent us to collections with **********We asked that Auto Owners Insurance, re-review their records and make this right.

  

  Business Response

  Date: 04/23/2025

  Were sorry to hear that you had a negative experience. We take our customer service very seriously.  Wed like to discuss your experience in detail. Please contact us at ************** and ask for a supervisor or manager.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23178937
  
  I am rejecting this response because the agent did not return phone calls or emails from last Friday, Monday or Tuesday but decided yesterday to get back to us.

  Also, there has been NO agent to our house SINCE the rest of the demo was done. How does a company ***** damages when they can't even see what was done? Also, he failed to include items in the estimate he gave us, a major one being the replacement of the entire 2nd floor carpet as it's all one continuous rug. We aren't stupid and I wont let this company try to cheat us out of what we are rightfully owed.

  Sincerely,
  ***** *****

  n **************. My husband has now been trying to get in touch with the adjuster since last week to provide more information, as they want to stiff us and only reimburse $2500 for work that will cost about $45k to fix (actual quote from a trustworthy contractor). The longer we go without hearing from the adjuster, the longer we go with damage to our house and water that is still most likely trapped in areas that weren't able to dry. Black mold is extremely dangerous, yet this insurance company apparently does not care at all. Not only are the thieves who don't even attempt to provide an honest reimbursement for our damages, but they also paid ServPro $5000 for a half-assed job! We shopvacc'ed and dried out the first floor as best we could, did all the things to minimize damages, yet we're being treated like we dumped an aquarium of water in our house on purpose.Please help, I don't want to get sick from ***************

  

  Business Response

  Date: 04/10/2025

  We appreciate the feedback on our claim service. Our claim representative reached out and left a message on the date the loss occurred and spoke with Mr. ***** the next day.Since then we have adjusted the claim based on the known facts, which includes our onsite inspection, as well as drying logs and other documentation from the mitigation company. If there are additional damages that were not apparent during our inspection, we are happy to review any estimate you wish to send, so that any necessary supplements can be included. In the meantime, we will be reaching out to discuss your concerns.
  

  

  Business Response

  Date: 04/15/2025

  Thank you for the additional feedback. We received the estimate from your contractor on April 9 and are in the process of reviewing. Your claim representative will remain in communication regarding their findings and any next steps. 

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23178937
  
  I am rejecting this response because:

  Although it took about month for the agent to finally come back to see the house since the rest of the demo was done, he was zero help and essentially told me that lots of people have mold in their house, and that we should only take reviews "at face value" when saying we should look into other contractors.  I did lots of research and the contractor we picked is a stand up guy, honest and was pretty floored at how uncooperative this company is being. Despite the fact the agent came out at 8:30am Thursday, we have not received any follow up since.  

  What is more interesting is that after I actually looked up reviews on Auto Owners last week, I was stunned at how many complaints that were similar to our situation. This is a disgraceful company. With agents who don't understand a lick about construction or how mold grows to begin with.  

  Sincerely,

  ***** *****
  

  

  Business Response

  Date: 04/22/2025

  From: *****, **** <**************************************>
  Sent: Monday, April 21, 2025 3:20 PM
  To: Aireyana ***** <*****************************************************************************************>
  Cc: ***** ******** <*********************************************************************>
  Subject: FW: BBB Consumer Complaint #********

   

  Good Afternoon Aireyana:

   

  We used to communicate with ***** about our BBB complaints, but the website has you listed now.

   

  We have replied to Ms. ***** a couple of times now, and have stated what we can in a public forum without disclosing more about her claim than we believe appropriate. As a courtesy, we are informally letting the BBB know that we do not intend to provide a further reply to Ms. ***** through the BBB and she may have the last say on this matter. Of course, we will continue to communicate with the Lebels directly until their claim is resolved.

   

  Thanks and have a great day!

   

  	**** E. ***** ARC, AIC, AIM (He/Him) Senior ********************************** Claims Regulatory Compliance
  	p: *********************** *******************************