Consumer complaints for Auto-Owners Insurance Group – Western Michigan BBB #list #of #auto #insurance #companies


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Auto-Owners Insurance Group (Headquarters)

03/15/2015

Advertising / Sales Issues Read Complaint Details

Complaint

Policy issued after agent was told that I would be looking for a better price. Then told I went with another carrier.

Sales rep was **** (last name unknown) in ************, MI office. I only spoke to **** on the phone.

My account *********

Corporate contact after hustle began was ******* ********. My only contact with ******* was via email. Her email is *******.*****************, fax number************** Based on the fax number I believe she is at the carporate office in Lansing, MI.

My father had car insurance for many years with Auto Owners, I was a named driver on the policy as my parents could not drive since about 2011. When they passed away in early 2014 I inharated the car and had the title transferred to my name. I then called Auto Owners in ************ to advise them and was told that because I was already a named driver I could continue with the existing policy until it expired. Prior to the policy expiration I spoke with an **** in the ************ office about continuing with Auto Owners. I was told that the current rates were based on the many years my father had been with them and they could not offer them to me. He then told me what my rates would be. I never told him to issue a policy to me. I researched and found a much better rate and went with Progressive Insurance. Next thing I get a policy and bill from Auto Owners. I called **** in ************ to say I don’t want this policy and he tells me I need to get a credit issued. He then gave me contact information for ******* ******** at the corporate office. She requested proof of insurance from my new provider which was emailed to her on 12/11/2014. Then in mid January she sent an email stating she did not receive the proof of insurance. I resent this information on 01/14/2015. In both cases I replied via a reply to sender email address. Now, in February I receive a collection notice for this bill.

I would like them to provide the credit they promised, erase this mark from my credit record, AND PROVE TO ME IT DOES NOT SHOW UP ON MY CREDIT REPORT. An apology for all the grieve they created would be nice too.

Please let me know if more information is needed. Thank you for your help. Robert Krull

Desired Settlement

A credit for the policy issued without my permission. Removed from the collection agency. Removed from my credit record and proof this has been done. I want them to do this and not be passed off to me. I mention this because they made me provide all the needed information for their mess up and then told me they didn’t get it. They could give me free insurance forever for the work and frustration they have caused me. I realize this is not going to happen, it they do need to be reprimanded for doing this. I’m not an attorney but it seems like fraud to issue an insurance policy that was not requested, then make the person who received the policy go thru hoops to have a credit issued for the premium. Then, after all that claim the information was not received and send the guy to collections.

Business Response

Dear Policyholder,

I have reviewed your concerns and I have removed the cancellation by collection from your account, since you did not intend to issue a policy with Auto-Owners Insurance Company.

This cancellation was not conveyed to a credit reporting agency; therefore, it will not show on your credit report. I have confirmed this with our accounts receivable department. I am unable to provide proof that this does not show up on your credit report as we do not have access to your personal credit information, however, there are several resources available for you to obtain a copy of your credit report from a third party. You can get a free copy of your credit report from annualcreditreport.com.

The policy has been cancelled back to July 11, 2014, and you now have a $0 account balance. I have emailed verification of the $0 balance to the email we have on file for your records. You may also call our billing number at 1-800-346-0346, extension **** if you would like verification. Your account number, should they ask, is *********.

I do apologize for any inconvenience this has caused, and hope this situation has been rectified to your satisfaction.

Consumer Response

An apology was received and all concerns were addressed. Thank you very much for your efforts.

Sent from my iPad

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01/27/2015

Problems with Product / Service Read Complaint Details

Complaint

CALLED MY AGENT THE END OF MAY 2014 TO ADD A VEHICLE TO MY POLICY, MY AGENT FAXED A PROOF OF INSURANCE TO ME. WHEN RENEWAL WAS UP I HAD NO INS.

IN MAY OF 2014 MY BROTHER GAVE ME A VEHICLE I CALLED MY AGENT *** ******* AT **** AGENCY IN ******** MI. TO ADD THE NEW VEHICLE TO MY INSURANCE POLICY (POLICY #*********). THE AGENT FAXED A COPY OF THE PROOF OF INSURANCE, SO THINKING I HAVE THIS VEHICLE INSURED I DRIVE THE VEHICLE IN OCT 2014 MY YEARLY RENEWAL COMES IN JUST FOR ME TO FIND OUT THAT THEY NEVER ADDED THE INSURANCE TO THE NEW VEHICLE. I HAVE HAAD NOTHING BUT PROBLEMS WITH THIS AGENT ON SEVERAL ISSUES AND NEVER GETTING AN RESPONSE OR ANSWERS BACK REGARDING QUESTIONS, SO I CONTACTED AUTO OWNERS IN LANSING MI. FOR HELP ON THIS MATTER JUST OT BE TOLD TO CONTACT MY AGENT. I EXPLAINED I CAN NEVER GET ANY ANSWERS FROM HIM AN IT WOULD DO ME NO GOOD TO CALL HIM BUT THEY INSISTED THAT WAS THE ROUTE I NEEDED TO TAKE. I CHOSE TO TAKE A DIFFERENT ROUTE AND CHANGED MY AGENT (******** AGENCY ********* MI.) ************ WHEN SPEAKING WITH THE AGENT THEY INQUIRED WHY I WANTED TO CHANGE AGENTS I INFORMED THEM OF WHAT HAD HAPPENED WITH MY VEHICLES AND NOT EVER BEING ABLE TO GET ANY ANSWERS FROM MY PREVIOUS AGENT AND SHOWED THEM THE COPY OF MY FAXED PROOF OF INSURANCE. ******** AGENCY MADE COPIES OF THE PROOF OF INSURANCE AND CONTACTED AUTO OWNERS IN LANSING TO LET THEM NO THE PROBLEMS I HAVE HAD. THEN I RECEIVE A BILL DATED 12/15/2014 FOR 113.08 STATING I HAVE A PAST DUE BILL FROM A CANCELLED POLICY THAT I NEED TO PAY NOW. I CONTACTED MY AGENT TO FIND OUT WHAT THIS IS ALL ABOUT, SHE CONTACTED AUTO OWNERS IN LANSING THEY INFORMED HER THAT THEY HAD DOCTORED THEIR PAPERWORK UP TO MAKE IT LOOK LIKE BOTH OF MY VEHICLES WERE INSURED FOR THE MAY UNTIL THE TIME OF MY YEARLY PAPERWORK WAS SENT TO IN OCTOBER WHEN I FOUND I HAD NO INSURANCE ON THE NEW VEHICLE THEN THEY WANT ME TO PAY FOR INSURANCE I NEVER HAD IN THE BEGINNING. MY AGENT TOLD ME I NEED TO CONTACT THE UNDERWRITERS IN LANSING AN SPEAK TO THEM REGARDING THIS, I CONACTED THE LANSING OFFICE JUST TO BE TOLD I WAS NOT ALLOWED TO SPEAK TO THE UNDERWRITERS, THEY DO NOT SPEAK TO THE PUBLIC AN I NEED TO TALK TO MY AGENT. I HAE NOT PAID THIS BILL BECAUSE I DONT FEEL I SHOULD TO BILL FOR INSURANCE I HAVE NEVER HAD AND BECAUSE THEY DOCTORED THEIR PAPERWORK TO MAKE IT LOOKED LIKE I HAD INSURANCE, NOW I AM GETTING THREATENING EMAILS AS OF JANUARY 13, 2015 IF I DONT PAY THIS PAST DUE AMOUNT THEY ARE TURNING ME INTO COLLECTS. THEY WOULD HAVE NEVER KNOWN THE DIFFERENCE IF I HADN’T TOLD THE NEW AGENT WHY I WAS CHANGING AGENTS IN THE FIRST PLACE NOW BILL ME AFTER DOCTORING THE PAPERWORK AND THREATEN ME??

Desired Settlement

I WOULD LIKE THE PAPERWORK CHANGED BACK THE WAY IT WAS AND NEVER CHANGED TO COVER THEIR BUTTS. WRITE OFF THEIR 113.08 BILL THAT THEY MADE UP AND ARE THREATENING ME WITH OR WHATEVER THEY NEED TO DO WITH THAT 113.08, THIS IS THEIR ERROR NOT MINE I DON’T FEEL I OWE FOR SOMETHING I NEVER HAD TO BEGIN WITH. THESE PEOPLE ARE IMPOSSIBLE TO DEAL WITH ALL I GET IS A RUN AROUND AND THEM TELLING ME I OWE THEM MONEY WHEN THEY NEVER PROVIDED THE INSURANCE THAT WAS REQUESTED TO BE PUT ON MY

VEHICLE BACK IN MAY 2014. THIS IS THEIR ERROR NOT MINE AND THEY NEED TO QUIT THREATENING ME WITH THEIR MISTAKE.

Business Response

Prior to receiving the compliant letter our records show that Ms. ********* contacted the underwriting branch pertaining to her concerns and the extra premium due. It appears Ms. *********’s concerns have been addressed and no further attention is needed. We would like to note that no paperwork had been “doctored” by Auto-Owners Insurance Company as indicated in the compliant letter. The agency provided proof of insurance, but did not submit the change to add the vehicle. The change was then submitted by the new agency effective the date they requested, which resulted in premium due. We have since made an account adjustment in the amount of $113.08 credit. Although this premium was due and earned on our part since coverage would have been provided, we made the adjustment due to the miscommunication that Ms. ********* had already been through. We do thank Ms. ********* for realizing the vehicle was not on her renewal so this issue could be corrected and for her continued loyalty to our company.


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