American Family Auto Insurance Ratings

Customer Satisfaction Ratings (based on 100 survey results)

Product

Auto

Overall

84.01 out of 100

Product	HOW WE WEIGH OUR SCORE Price 35% Customer service 25% Claims 20% Website and app 10% Renew/Recommend 10% Overall	Claims Processing	Customer Service	Value for Price	Website and Apps	% Who Would Recommend to a Friend	% Who Plan to Renew	WHAT IS THIS RATING? A.M. Best's Financial Strength Rating is an independent opinion of an insurer's financial strength and ability to meet its ongoing insurance policy and contract obligations. A.M. Best's rating is NOT used to calculate the overall score but it is important information to consider when choosing an insurance company. AM Best Financial Strength Ratings October 31, 2019
Auto	84.01 out of 100	Claims Processing 90.43	Customer Service 85.60	Value for Price 77.80	Website and Apps 84.76	% Who Would Recommend to a Friend 84%	% Who Plan to Renew 93%	A

AM Best Financial Strength RatingsOctober 31, 2019

Other Companies to Consider:

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Reasons for Buying from American Family

Customers of American Family originally decided to purchase from the company for these reasons:

Recommended by friend or family member	31%
Offered best price	22%
Reputation	15%
Was the company my parents had	10%
Saw TV commercial	7%
Financial Strength rating	5%
I had other insurance with this company	5%
Saw online ad	3%
The company website and mobile apps are easy to use and helpful	2%

How likely are you to recommend this company to a friend, coworker or family member?

I would definitely recommend this company. 42%

I probably would recommend this company. 42%

Neutral 9%

I probably would not recommend this company. 5%

I would not recommend this company. 2%

Would you renew?

Yes 93%

No 7%

Website and Apps

How easy to use and how helpful they are

41%

Satisfied - Fulfills my needs okay.

32%

Completely satisfied - Gives me what I want and more.

16%

Never visited or used website or mobile app.

10%

Neutral - No good or bad feelings on this.

Not Satisfied - Is not a good website or app.

Very unsatisfied - Their digital offerings are not good at all or nonexistent.

How You Prefer to Deal with Insurers

41%

Phone

37%

In person

12%

Interactive website

Mobile App

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About American Family

Types of auto coverage

Personal auto
Motorcycle
All-terrain vehicle

Additional policies offered

Homeowners
Life
Renters
Condo/Townhouse
Business Insurance
Umbrella
Farm and ranch

Best Auto Insurance Companies 2020: How American Family Auto Insurance Measures Up

With an overall score of 84.01 American Family ranked eleventh in the Best Insurance Company 2020 survey. It placed fifth with a score of 90.43 for claims handling, and seventh for its website and apps’ usefulness, with a score of 84.76. American Family scored 85.6, coming in at eleventh for the category of customer service, and ranked thirteenth for value for price. No matter the cost, 93% of

Gauging an insurance company

Before buying with a company it is wise to check on a company's financial strength and complaint record. The A.M. Best rating listed above gives you an idea of American Family's financial strength to pay claims. A complaint ratio can be found on the National Association of Insurance Commissioners (NAIC) site. The median complaint ratio from the NAIC is always 1.00. This means half of the insurers have a complaint ratio of under 1.00 and half have a ratio above. Basically, numbers lower than 1.00 are better with fewer complaints than the median and a number higher than 1.00 has more complaints than the median. For auto insurance, American Family (NAIC# 10386) had a complaint ratio of 0.60 for 2018. 2019 complaint numbers will be available in 2020.

Company Background

Dream Big

Like many successful insurance companies, American Family Insurance has its roots in farming in the American Midwest. It began as Farmers Mutual Automobile Insurance Company in Madison, Wis., in 1927. Over the years, Farmers Mutual's market expanded from rural areas to small towns and from the suburbs to metropolitan areas, and in 1963, the company changed its name to American Family Mutual Insurance Company to reflect its broader customer base. The company also expanded its geographic base. Today, American Family Insurance with a team of 3,500 agents serves customers in 19 states:

Arizona
Colorado
Georgia
Idaho
Illinois
Indiana
Iowa
Kansas
Minnesota
Missouri
Nebraska
Nevada
North Dakota
Ohio
Oregon
South Dakota
Utah
Washington
Wisconsin

The company believes is managing risk so that its clients are free to “dream big.” The company created a space in Madison, WI where they hold activity classes and events for the whole family and showcase exhibits of inspiration and support for bringing dreams to life.

Consider American Family Insurance for a customer-owned company and one point of contact

American Family is a mutual company, meaning its customers are its owners, but don’t think that makes it small time. American Family is the nation's fourth-largest mutual property and casualty insurer. With a mutual insurance company, any profits earned are returned to the policyholders in the form or dividends or reduced premiums.

The company boasts a team of agents committed to taking care of your insurance needs completely. If you have multiple policies, one agent will be your point of contact for all your claims and information needs. If you live in an area where you might suffer multiple types of claims at once, such as from severe weather damaging your home and car, dealing with one agent and one company instead of several might ease the burden.

Contact information

Corporate Headquarters

6000 American Parkway

Madison, WI 53783

Customer service and claims: 1-888-692-6326

Coverage Options
Discounts

Coverage Options

Usage-based/Telematics

Rates can be based on your mileage and how you drive.

Accident forgiveness

Your rates won't increase after your first accident.

New car replacement

If you total your car the insurer will pay for a new car.

Pet injury coverage

Pays vet bills for dogs or cats injured in a crash (up to specificed limits).

Mobile app

The insurer offers an app for smartphones.

Discounts

Multi-policy

Discount for more than one type of policy with the same insurance provider.

Multi-vehicle

Discount for two or more vehicles on the same car insurance policy.

Driver training/Defensive driving

Discount for an approved defensive driving or driver improvement class.

Academic achievement

Discount for full-time students who meet certain academic criteria.

Passive -restraint (air bag)

Discount for factory-installed safety devices such as an air bag.

Safe driver/clean driving record/good driver

Discount for no accidents or traffic violations, usually for three or five years.

Feedback of Surveyed Policyholders

Our survey asked policyholders to share experiences or give feedback that they would like to share with others looking to potentially buy from their current insurance company. Here's what they had to say:

Positive
Feedback
Neutral / Negative
Feedback

"It's a strong company and a reliable one with good customer service"

-Age 18-36, Arizona

"They are nice to everyone"

-Age 18-36, Arizona

"This company plans are affordable and have good coverage."

-Age 18-36, Arizona

"24 hours of quality customer service"

-Age 18-36, Colorado

"High professionalism from the agents"

-Age 18-36, Colorado

"I like everything about it and I would definitly recommend using it again."

-Age 18-36, Colorado

"They do whatever they can to help you in all areas"

-Age 18-36, Colorado

"These guys are doing a great job"

-Age 18-36, Colorado

"They provide the best policies in a good price"

-Age 18-36, Colorado

"Very caring about their customers"

-Age 18-36, Colorado

"Very trustworthy people"

-Age 18-36, Colorado

"Easy to reach and you get satisfactory solutions for your queries"

-Age 18-36, Georgia

"I am very much satisfied with the coverage which I got last year, easy to file and get claims paid"

-Age 18-36, Georgia

"You get a free check every year for safe driving"

-Age 18-36, Georgia

"They offer great discounts that covers a lot"

-Age 18-36, Idaho

"Good quality insurance"

-Age 18-36, Illinois

"They are very responsive"

-Age 18-36, Illinois

"Very good at keeping me connected and excellent service"

-Age 18-36, Illinois

"Very reliable company offering great services"

-Age 18-36, Illinois

"They are nice people"

-Age 18-36, Indiana

"Very impressed with the customer service"

-Age 18-36, Iowa

"Easy to talk with the agents"

-Age 18-36, Kansas

"Good insurer, answers questions helpfully"

-Age 18-36, Kansas

"I get along well with this company, I like my coverage"

-Age 18-36, Kansas

"Reasonable price with offers and discounts advantages"

-Age 18-36, Kansas

"They have very good prices and the customer service is awesome"

-Age 18-36, Minnesota

"Great reputation!"

-Age 18-36, Missouri

"Very easy to work with and understanding of life's problems."

-Age 18-36, Missouri

"My insurer is very responsible"

-Age 18-36, Nebraska

"It's one of the best"

-Age 18-36, Ohio

"Very helpful and unique"

-Age 18-36, South Dakota

"American family has always made me feel like my needs and wants were important and helped me achieve what I needed"

-Age 18-36, Washington

"They are good because they helped me a lot of a time and they always positive. I feel safe when they help me."

-Age 18-36, Washington

"They very well understand your requirements and offer you that best suits you"

-Age 18-36, Washington

"American family is a good company they pay quickly and do not ask too many questions"

-Age 37-52, Arizona

"They are good and friendly, always quick to respond via e-mail or phone call."

-Age 37-52, Arizona

"There customer service impress me a lot"

-Age 37-52, Colorado

"Very good company to be with, I always gets the proper follow ups and service from the company side that I required"

-Age 37-52, Colorado

"Easy to deal with them. They charge a fair price for the coverage."

-Age 37-52, Georgia

"I have good experience with this company because this company feels you confident that you will have the right auto protection."

-Age 37-52, Idaho

"Discounts are good"

-Age 37-52, Illinois

"Excellent coverage at great rates"

-Age 37-52, Indiana

"There when you need them good rates and policies"

-Age 37-52, Indiana

"Company treats its customer as a family member gives competent and qualitative customer services."

-Age 37-52, Iowa

"Fair price and smart service"

-Age 37-52, Iowa

"I only remember reaching out to them one time for our bundled home and auto coverage and it was because we were taking inventory of all of the jewelry/valuables in our home and we needed guidance on how to do this and they were wonderful. I can't remember what they did but they extended an offer of assistance to us that was a little bit above and beyond what we would have expected so that was nice but other than this I have not needed to reach out to them for any reason"

-Age 37-52, Iowa

"Quick to process the claims or while doing the renewal"

-Age 37-52, Iowa

"The insurance agents really care and will bend over backwards to help. I have worked with multiple agents over the years and every time they have outshone all other companies. The customer service is phenomenal. I have left a few times and every time I have returned because the new company has been so much worse."

-Age 37-52, Iowa

"They're prompt"

-Age 37-52, Kansas

"Always saves my time by suggesting better solutions"

-Age 37-52, Minnesota

"Cclaims process is easy to understand and settles well in time with an appropriate amount"

-Age 37-52, Minnesota

"Easy to work with and knowledgeable"

-Age 37-52, Minnesota

"I would recommend them they always looking for ways to reduce my price and not my coverage"

-Age 37-52, Missouri

"They are the best in this town. their rates are the lowest"

-Age 37-52, Missouri

"Great customer service. My agent is caring and thorough. He recommends changes to get best possible rate for great coverage."

-Age 37-52, Nebraska

"Because this make insurance easier to find affordable coverage that fits your budget."

-Age 37-52, Nevada

"Give time to your issues and in timely manner"

-Age 37-52, Nevada

"They will provide you timely solutions"

-Age 37-52, Nevada

"Wonderfull and one of the best service what i see"

-Age 37-52, Nevada

"I found this Insurance company very reliable"

-Age 37-52, Ohio

"My insurer acts quickly when a claim is filed and makes me feel very comfortable that things are handled accordingly."

-Age 37-52, Ohio

"My agent is patient, thorough, not pushy, and informed."

-Age 37-52, Ohio

"Amazing experience with this company"

-Age 37-52, Oregon

"Company is very good in regard off settlement of claims immediately and has an excellent customer service skill."

-Age 37-52, South Dakota

"They offer good service to their clients"

-Age 37-52, Utah

"I tell everybody that my insurer cares about me and my family, the employees are positive people that cares about the costumers"

-Age 37-52, Washington

"I trust fully in my insurance company, they are always willing to help me and answer all my questions at any time"

-Age 37-52, Washington

"All my questions, even if odd, like, "Are my cats covered if we are in car traveling to vet or moving?"have been answered and meet with thoughtful responses not laughter.""

-Age 37-52, Wisconsin

"Best insurer I've ever had"

-Age 37-52, Wisconsin

"I like them very much"

-Age 37-52, Wisconsin

"My claims with them have been processed very quickly and easily."

-Age 37-52, Wisconsin

"They are responsive"

-Age 37-52, Wisconsin

"Wonderful company"

-Age 37-52, Wisconsin

"Appreciate the personal care they give us. I can call them anytime for instant help."

-Age 53+, Colorado

"Offered a fair price and didn't try to over insure me with items I didn't need and has done a great job when I needed answers to questions."

-Age 53+, Colorado

"Quick to respond"

-Age 53+, Colorado

"Extremely helpful agents"

-Age 53+, Illinois

"Here affairs are made smoothly and smartly, company is always ready to step in apart of these claims specialist."

-Age 53+, Illinois

"Agent called me and wished me a happy birthday!"

-Age 53+, Indiana

"Easy to reach rep and get a quick response -- professional, knowledgeable and personable."

-Age 53+, Minnesota

"Very good to deal with; my agent is always on top of things"

-Age 53+, Minnesota

"I filed a claim over 10 years ago and they quickly handled the claim and got my car repaired by a good shop within a day or 2. Also I work with an agent that has an office near me and he has been very interested in getting me all the discounts that I qualify for."

-Age 53+, Missouri

"Good agent will help you out and help get you the best possible rate in even expensive places to insure like the Las Vegas area."

-Age 53+, Nevada

"They answer any questions or concerns within a 24/hr. period (actually less than that) and that's wonderful to know."

-Age 53+, Ohio

"They are a very caring group of people. They know my name when I walk in the door and are always very helpful with my needs."

-Age 53+, Oregon

"They look out for you to make sure you have the correct amount of insurance and work with you to make sure you can afford it."

-Age 53+, Wisconsin

"There is nothing bad about this company."

-Age 18-36, Kansas

"They satisfy those bench marks that I have set up for them"

-Age 37-52, Arizona

"I think they are a good company but my car is kind of old, so I don't think I should be paying as much as I am for car insurance."

-Age 37-52, Indiana

"They are nice to deal with but we've never made a claim so i can't speak to that."

-Age 37-52, Indiana

"Average "

-Age 37-52, Nevada

"Is okay for what it is"

-Age 37-52, Ohio

"I just think they're a bit expensive."

-Age 37-52, Utah

"My agent needs to be more informed about his products."

-Age 37-52, Utah

"I don't like that the policy changed a little bit for the worse but the price went up"

-Age 37-52, Wisconsin

"If you put in a claim your premium goes up A LOT for three years. Not good."

-Age 53+, Illinois

"They do not return calls and the agent is never in the office"

-Age 53+, Minnesota

"If you use the insurance and have accidents, instead of raising the rates, they will drop you"

-Age 53+, Missouri

"Considerate and just okay all around"

-Age 53+, North Dakota

"Never had a problem so far."

-Age 53+, Wisconsin