Complaint Review: American Family Insurance

October 2007, car was totaled in accident. Took 6 weeks of phone tag to clear up the claim, but it got done due to some hard work from our agent. Our agent took the info on the new car, and updated the records and ordered new cards so plates and registration could be transferred.

Shortly afterward, our agent stopped dealing with AF. We called AF directly, emailed, and called again. "Please send us the policy on the new car so we can transfer plates."

After the 1st of 2008, we contacted the original agent. Within a day, we had all the info we needed to set things straight, with another reliable company.

Finally, in March of 2008, I got a letter from an agent in another town 18 miles away. It was a nice intro letter, welcome and all that. We finally were sent new insurance cards... on the vehicle that was totaled. I contacted the agent in the letter... and left a voice mail... several in fact. Polite ones, like...please call me, I have a question about a policy?

A few weeks later, I got a collection letter from a AF for insurance due on... you guessed it... the totaled car that AF had somewhere in it's inventory of scrap cars.

SO, I called them. They told me I had to prove the car was totaled... (huh? they have those records, don't they?) and I was obligated tom pay the insurance payments from January to June. They had sent out cards for that car, remember?

I had them put disputed in the claim and asked them to verify their own records.

Dust in the wind
Salem, Indiana
U.S.A.