How is American Family Insurance treating you?
Have you been a good customer for your insurance company? I thought I had until I received a letter telling me to "fix my roof"!
I've been with American Family Insurance for at least two decades... probably three and never had a major claim. My house has been through several hail events, some large wind storms, and two tornados have passed within blocks of here. Each time I sustained minor damage like lifted shingles and loose trim... I've shinneyed up on the roof and made the repairs myself. This was at the same time that neighbors had their roofs replaced due to storm damage. I buy insurance for catastrophic losses... not the nickel and dime stuff. To follow is a letter I received in late July. I've contacted my agent for an explanation of what's to come and as of today (August 13th) haven't received a response other than "I'll look into it". I've carried the 'gold' replacement cost insurance since my very beginning with American Family. Now... they want to downgrade my insurance to pro-rated in 2012 and cancel me altogether if the roof isn't replaced by this time in 2013. Doesn't hardly seem fair since I've paid for the 'top' policy all these years without any claims.
Email me if you've had similar experiences with American Family Insurance.
Thursday, August 18th - I had the first of several contractors (Lowe's) out this morning to have a look at my roof and give me an estimate to replace it. I told him about the letter from American Family Insurance and he volunteered that he had heard from ten or so other American Family customers who received similar letters in the last couple of weeks. In most cases, the roofs were 'not all that bad' and had several years left in them.
Tuesday, August 23rd - I still have not heard from my agent! More roofing estimators will be out tomorrow.
Wednesday, August 24th - A representative from Martin was out this evening to measure for an estimate for both metal and asphalt roofing. Guess what?.... I have HAIL DAMAGE! I emailed my American Family Agent around 10pm and he responded quickly to arrange a meeting Thursday morning at 11.
Thursday, August 25th - My agent called to reschedule our meeting from 11 to 1pm and added that I needed to bring along my estimates so he can FAX them to the claims department for disposition and possible reinspection. I explained that I don't have any estimates back yet but expected two or three of them in the next couple of days. I agreed to let him know as soon as I have some estimates so we can reschedule a meeting.
Tuesday, August 30th - I'm waiting on two more estimates before scheduling another appointment with my agent. Both of the estimators I've already spoken with acknowledge that there have been fairly recent 'hail events' and that I have hail damage. But.... it would be up to the insurance adjustor to determine American Family's exposure.
Thursday, September 8th - Still waiting on estimates to come in. But... I have had yet a 3rd estimator tell be that I have definite hail damage and is willing to include a statement to that effect in their estimate.
Monday, September 19th - Stopped by my local American Family office with roofing estimates. The office person asked if I already had a claim. Heck... I thought a claim had already been initiated by the agent but apparently not. She faxed the estimate to the 'home' office.
Sunday, September 2nd - Emailed my agent around 9pm to see if there had been any action on my claim. He said he checked during the week and the 'home' office had not received the material that was faxed on the 19th. He said the claim had been resubmitted and I should hear something this week.
Monday, September 19th - After spending a couple of weeks getting opinions and estimates... I was finally able to drop an estimate off at American Family. Two roofers/estimators confirmed that I had hail damage to areas on my roof.
Sunday, October 2nd - I email my agent to see if my claim had received any attention. He said that he had checked on the claim earlier in the week and apparently the Madison office had not received it. It had been re-sent and I should hear from an adjuster shortly.
Friday, October 7th - An adjuster from American Family called to say she would be by on Monday to have a look at the roof.
Wednesday, October 12th - The adjuster arrived and apologized for being a couple of days behind due to a fire investigation. She verified that I have hail damage to roof areas that have western exposure. An adjustment was made to replace those areas and a check was written.
Tuesday, October 18th - Signed contract to have a new metal roof put on the entire house.
Tuesday, January 24th... 2012 - I've received the final 'depreciation payment' plus a benefit for some shingles that were damaged on the southern exposure of my house. All is well and I'm happy with my new roof! The interesting this is... although I've been in touch with the American Family adjustor... I've never even met my agent even though I've been a customer of American Family for many, many years.
Thanks to American Family and their 'property auditors' for calling to my attention that I had a claim! Had it not been for the very impersonal letter from them on June 27th... I would have had to foot the bill for the whole roof by myself!
page updated on January 24, 2012