American Family Auto Insurance Review (2020) Reviews

American Family Insurance opened its doors on October 3, 1927, in Madison, WI. Herman Wittwer called it Farmers Mutual Insurance Company (not to be confused with one of Allstate’s current competitors). Its only product was auto insurance and its target market was farmers because Wittwer believed farmers presented lower risks than city drivers. In his…

American Family Insurance opened its doors on October 3, 1927, in Madison, WI. Herman Wittwer called it Farmers Mutual Insurance Company (not to be confused with one of Allstate’s current competitors).

Its only product was auto insurance and its target market was farmers because Wittwer believed farmers presented lower risks than city drivers. In his view, farmers drove less often and not at all in the winter. Now, American Family Insurance, or AmFam, offers auto, home, and life insurance as well.

There are multiple auto insurance companies out there. You may be trying to decide between one insurance company and AmFam. If American Family Insurance is one of your choices, you might be wondering how it stacks up overall.

Well, wonder no longer. This complete guide will cover American Family Insurance ratings, how to make a claim, and much more.

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American Family Car Insurance Rates

So. You have looked at all the other car insurance companies and have decided on American Family.

You are looking through the website and trying to nail down the final decision. Perhaps it comes down to rates.

What are the rates at American Family?

American Family Insurance Availability and Rates by State

American Family is not available in all 50 states. Again, it is only available in 19 states.

What are the American Family rates in your state, and how do they compare to the state average rate?

State	Average by State	Annual Premium	Higher/Lower $	Higher/Lower %
Alaska	$3,421.51	$4,153.07	731.55	21.38%
Colorado	$3,876.39	$3,733.02	-143.37	-3.70%
Iowa	$2,981.28	$3,021.81	40.53	1.36%
Idaho	$2,979.09	$3,728.79	749.7	25.17%
Illinois	$3,305.48	$3,815.31	509.82	15.42%
Indiana	$3,414.97	$3,679.68	264.71	7.75%
Kansas	$3,279.62	$2,146.40	-1133.22	-34.55%
Minnesota	$4,403.25	$3,521.29	-881.97	-20.03%
Missouri	$3,328.93	$3,286.90	-42.03	-1.26%
North Dakota	$4,165.84	$3,812.40	-353.44	-8.48%
Nebraska	$3,283.68	$2,215.13	-1068.55	-32.54%
Nevada	$4,861.70	$5,441.18	579.48	11.92%
Ohio	$2,709.71	$1,515.17	-1194.54	-44.08%
Oregon	$3,467.77	$3,527.28	59.51	1.72%
South Dakota	$3,982.27	$4,047.47	65.2	1.64%
Texas	$4,043.28	$4,848.72	805.44	19.92%
Utah	$3,611.89	$3,698.77	86.88	2.41%
Washington	$3,059.32	$3,713.02	653.7	21.37%
Wisconsin	$3,606.06	$1,513.27	-2092.8	-58.04%
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The cheapest state for American Family is Wisconsin, with an average annual premium of $1,513.27. The most expensive state is Nevada, with an average annual premium of $5,441.18.

Comparing the Top Companies by Market Share

Market share is how much of the national market a particular company holds. Even though American Family offers insurance in only 19 states, they still make the top 10 list for car insurance companies holding a high market share.

When it comes to market share, here is how American Family stacks up against the other companies in the top 10:

Average American Family Insurance Male vs Female Car Insurance Rates

We know that the myth ‘ car insurance rates are higher for males ‘ than for females is more than a myth in certain instances. With American Family, it is no exception.

Married 60-year-old-females get off the cheapest at American Family. Single 17-year-old males will be paying the most expensive rates.

Average American Family Insurance Rates by Make and Model

When it comes to the kind of vehicle you drive, it factors into insurance costs. Certain makes and models will cost you more to insure.

A driver of a 2015 Honda Civic Sedan: LX with 2.0L 4cyl and CVT will be getting off with cheaper average annual premiums.

Average American Family Insurance Commute Rates

A longer commute will have you paying a bit more in annual premiums, but not by an overwhelming amount.

Average American Family Insurance Coverage Level Rates

The amount of coverage is directly proportionate to the amount of average annual premiums you will pay.

Average American Family Insurance Credit History Rates

When it comes to credit, in the United States, it seems we are faring well. In the Experian report titled The State of Credit, the average credit score in the United States stands at 675–the highest it has been since 2012.

And when it comes to your credit score, it does factor into the price of your car insurance.

Much like with coverage level, the amount you pay as a result of your credit is directly proportionate to how good your credit is. If your credit is good, you will pay less. If your credit is fair or poor, you will wind up paying more.

Average American Family Insurance Driving Record Rates

If you have a clean driving record, American Family rewards you with lower rates.

With accidents and speeding violations, you are paying about $1,000 more. If you choose to drive under the influence, you are paying about $2,000 more.

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What coverages are offered by American Family?

You are going to look at buying insurance through the eyes of a person who needs a specific type of coverage. Certain companies will have either more or less coverage and discounts to offer.

Discounts

Looking at American Family is no different. You will want to know what type of coverages American Family offers, and what types of car insurance discounts.

American Family offers 27 different kinds of discounts. A good portion of the discounts do not have published discounts, but be sure to contact an American Family agent to learn more.

Here are the discounts American Family offers:

• Anti-lock Brakes
• Anti-Theft
• Claim Free
• Continuous Coverage
• Daytime Running Lights
• Defensive Driver
• Distant Student
• Driver’s Ed
• Driving Device/App
• Early Signing
• Electronic Stability Control
• Family Legacy
• Family Plan
• Full Payment
• Good Student
• Low Mileage
• Loyalty
• Membership/Group
• Multiple Policies
• Multiple Vehicles
• Newer Vehicle
• Paperless/Auto Billing
• Passive Restraint
• Safe Driver
• Students & Alumni
• Switching Provider
• Vehicle Recovery
• Volunteer
• Senior Driver
• Utility Vehicle

American Family’s discounts seem to fall in the Safety, Young Driver, and Billing categories.

Another standout is they actually reward you for making the switch to American Family from another provider. They also offer loyalty discounts.

The odd things about the discounts:  they do not offer discounts for farm vehicles or going green with your vehicle. The former because American Family got their start insuring farmers, and the latter because of their commitment to the environment.

If you are engaged, newlyweds, or married, and having those discounts are important to you, American Family does not offer married couple discounts.

Rating Agency for American Family

When it comes to ratings, there are many different types out there:  financial, consumer, and much more. As a customer, you must decide on the rating that best fits your needs.

A.M. Best for American Family

The A.M. Best rating focuses on insurer financial strength and creditworthiness. Ratings are periodically updated. When it comes to the rating at A.M. Best:  A, or “Excellent”, rating.

Better Business Bureau for American Family

The Better Business Bureau, or BBB for short, is “an ethical marketplace where buyers and sellers trust each other”. These ratings are based solely on business/customer trust. Customers can either praise businesses, or file complaints, though customer reviews do not factor into ratings. Complaint history, however, does.

BBB’s ratings range from A+ to F, the lowest rating. Businesses that are BBB accredited “means BBB has determined that the business meets accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints.”

Unfortunately, American Family Insurance is not BBB Accredited. 273 complaints were closed in the last three years, and 72 complaints were closed in the last year.

Out of 53 Customer reviews, the rating out of five stars is about a 1.3 out of 5 stars. But according to the Better Business Bureau:  A+ rating.

Remember, customer reviews are not calculated in the BBB rating.

Moody’s Rating for American Family

Moody’s Rating is more focused on bonds and global markets:  “Since John Moody devised the first bond ratings more than a century ago, Moody’s rating systems have evolved in response to the increasing depth and breadth of the global capital markets.”

These “credit ratings”, so to speak, can influence whether an investor puts his or her money into a company.

If you are interested in how American Family Insurance is doing on the stock market, Moody’s Ratings are something you will want to take a closer look at. With Moody’s Rating: Ratings withdrawn.

To those who follow the stock market, this is not good news, for you cannot see how AmFam is doing.

NAIC Complaint Index for American Family

The NAIC Complaint Index shows how a company compares to other companies in the same line of business (in this case, insurance). It is a statistic that considers a company’s share of complaints in relation to its market share (share of business in the national market).

The NAIC Complaint Index for American Family stands as follows: 114 auto insurance complaints in 2018. 2.11 complaint index, higher than the national average of 1.11.

J.D. Power Rating for American Family

The J.D. Power Rating is a “guide to finding which products or services ranked highest in J.D. Power Consumer Studies. All Power Circle Ratings are based on the opinions of a sample of consumers from a variety of industries who have used or owned the product or service being rated.” They survey people from all across the United States.

These ratings can be a useful tool for customers. The J.D. Power Rating for American Family Insurance:  About Average.

Consumer Report for American Family

According to the Consumer Report site:

“Consumer Reports is an independent, nonprofit member organization that works side by side with consumers for truth, transparency, and fairness in the marketplace. We use our rigorous research, consumer insights, journalism, and policy expertise to inform purchase decisions, improve the products and services that businesses deliver, and drive regulatory and fair competitive practices.”

Customer reviews factor heavily into Consumer Report. How does this differ from the J.D. Power Rating?

You have to pay to use Consumer Report’s services. If you are a paying customer, they will survey you and ask you questions.

Here are the Consumer Report ratings for American Family:

• Reaching an Agent:  Excellent
• The simplicity of the Process:  Very Good
• Promptness of Response:  Very Good
• Damage Amount:  Very Good
• Agent Courtesy:  Excellent
• Timely Payment:  Very Good
• Freedom to Select Repair Shop:  Very Good
• Being Kept Informed of Claim Status:  Excellent

Consumer Affairs for American Family

Consumer Affairs relies solely on the consumer. There are more than one million reviews for more than 3,000 brands in more than 300 categories.

Consumer Affairs:  1,423 ratings and 1,944 customer reviews.

Company History for American Family

American Family Insurance has a long history stretching all the way back to the 1920s when the company first began.

In the 1930s, they established the National Mutual Casualty Company, which focused on protecting non-farmers. Then, they crossed over to selling insurance in Minnesota. In the 1950s, they started selling sickness and accident insurance. In 1958, they renamed themselves to American Family Insurance and expanded to 10 states within a year.

In 1959, AmFam entered the computer age with a RAMAC. It was the size of a room and could process a week’s worth of applications and 1,000 renewal notices in just 2.5 hours.

In 1963, they renamed themselves one last time, to American Family Mutual Insurance company. The famous jingle you probably hum was created in 1965.

Market Share for American Family

Now let’s turn the pages of the history book and delve deeper into the company history of American Family. The company has indeed grown in market share since its beginnings in the 1920s. When it comes to how much of the market American Family Insurance now own financially, the short answer is: it is a low percentage, which has dropped considerably.

The long answer, with detailed percentages, can be seen below:

• 2015:  1.63 percent.
• 2016:  1.27 percent.
• 2017:  1.30 percent.
• 2018:  1.31 percent.

Market share in the United States has seen a considerable decline in the case of AmFam. In 2015, American Family Insurance owned 1.63 percent of the national market. The following year saw a considerable drop, at 1.27 percent. 2017 and 2018 saw it still at a low, but steady percentage.

Online Presence for American Family

American Family Insurance lets you pay for insurance online, but if you wish to buy insurance, you have to speak to an agent either in person or over the phone.  American Family is not available in all 50 states, and is only available if you live in one of 19 states:

• Alaska
• Colorado
• Iowa
• Idaho
• Illinois
• Indiana
• Kansas
• Minnesota
• Missouri
• Nebraska
• Nevada
• North Dakota
• Ohio
• Oregon
• South Dakota
• Texas
• Utah
• Washington
• Wisconsin

Commercials for American Family

American Family Insurance does not have a mascot, but it does have a recognizable jingle you may hum from time to time.

American Family’s Mission:  “To inspire, protect and restore your dreams. Because we believe a dream is the most valuable thing you’ll ever own.”

They value employee-focused and customer-driven values above all else:  “Our commitment to you is to be innovative, caring, agile, trustworthy, transparent, and above all else, passionate.”

Community Service for American Family

Their passion shows in their commitment to dreams, which is why they started the American Family Dreams Foundation.

American Family rewards dreamers with a Community of Dreamers donation and grant.

In 2017, the American Family Dreams Foundation has contributed $2.6 million in grants, gave $2 million to United Way, and $200,000 for hurricane relief efforts.

American Family also wants to protect what matters most:  the dreams of their customers. This is why they are transparent and released the first-ever Corporate Responsibility Report in 2017.

American Family prides themselves on creating a positive community impact.

“American Family’s community investment initiatives accompany our commitment to environmental sustainability, employee wellbeing, and diversity and inclusion — together creating a comprehensive Corporate Social Responsibility Program. Through this program, American Family is dedicated to doing what’s right for now and for the future – serving as a catalyst of transformative and lasting change.”

The American Family Dreams Foundation falls under this umbrella. They gave away $3.9 million in community grants and $415,000 in scholarships.

American Family takes climate change seriously and wants to reduce its carbon footprint.

“At American Family Insurance, we recognize our connection to the natural environment and are dedicated to minimizing our operational impact. We understand that our dreams are dependent on the responsible use of natural resources and are committed to ensuring future generations have an equal opportunity to experience the world in all its awe and wonder. To protect our dreams, we have acknowledged the very real impacts of climate change and its effect on our customers, company and communities today. It is our responsibility to address these impacts directly.”

They do this by updating all offices to LEED Certified Models.

“As American Family grows, we are mindful of our impact on the environment and strive to develop sustainably. Our company embraced the U.S. Green Building Council’s (USGBC) Leadership in Energy and Environmental Design (LEED) certification system for real estate construction, remodeling and demolition processes.”

They also utilize solar energy, are rebuilding local habitats and made changes to their water cooling systems to save 1.5 million gallons of water per year.

American Family also wishes to empower its people.

“At American Family Insurance, Diversity and Inclusion is a strategic initiative. We believe a strong culture of conscious inclusion allows us to build deeper relationships with each other, our customers and our communities. Some of our specific efforts include the creation of a Diversity & Inclusion department, establishing an Executive Diversity Council, formation of our Business Resource Groups, development of specific diversity and inclusion metrics & training and development programs for employees at all levels.”

This has led to the formation of the following groups:

• Women’s Business Resource Group
• Multicultural Business Resource Group
• Lesbian, Gay, Bisexual, Transgender, Queer/Questioning, and Allies Business Resource Group
• Veteran’s and Military Business Resource Group

American Family also believes it is important to invest in their employee’s well-being.

“American Family believes an individual’s well-being goes beyond just physical health, extended to his or her financial wellness, community engagement, meaningful relationships, stress management and heightened mindfulness. Partnering with Virgin Pulse, we offer a program that cultivates good lifestyle habits for our employees. Teamwork, competition, rewards and fun motivates employees to embrace healthy behaviors and maintain these habits over time.”

A total of $1.2 million has been invested in Wellbeing Programs.

American Family Employees

How does all this factor into employee ratings?

For instance, on Glassdoor:

Fifty-six percent of employees would recommend working at American Family, and most of the rating distribution lands in the four to the five-star range.

One review on Glassdoor gives both the pros and the cons of working at American Family. This person is a Current Employee, and this review is as of July 30, 2018.

Pros:  “Flexible hours, student loan repayment program, fantastic health benefits, PTO is very generous especially for new hires, paid parental leave. The people are awesome. Fun culture, the company and leadership truly care about people.”

Cons:  “Not as diverse as it could be, but they are making huge strides.”

Comparably also asked American Family employees what they thought of working at American These results are as of April of 2018.

Although the sample size was small (198 participants), they gave the workplace culture an overall grade of A+. The employees in this survey also though favorably of the CEO, Jack Salzwedel, giving him an overall rating of 80 out of 100 possible points.

When it comes to the overall culture report card in this survey:

• Work Culture:  A+
• CEO Rating:  A+
• Perks and Benefits:  A+
• Executive Team:  A+
• Compensation Score:  A
• Office Culture Score:  A+

The difference between work culture and office culture:  work culture is the environment a company creates for its employees, while office culture includes many things, such as work environment, company mission, value, ethics, expectations, and goals.

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Canceling your Policy

Sometimes things happen, and you will need to cancel your policy.

American Family’s cancellation policy is not prominent on the site and is buried in the FAQs.

“The easiest and most convenient way to cancel a policy with American Family insurance is to call your agent. Not sure how to reach yours? Find them using our agent locator. Our customer care center is also available 24/7 at 1-800-MYAMFAM (1-800-692-6326) — they can help direct you to your agent or submit a cancellation request form to your agent on your behalf.”

Here are the details on if you have to cancel your policy with American Family

Cancellation Fee

It is not clear if American Family charges you a cancellation fee. Ask your agent for more information.

How to Cancel

American Family’s cancellation steps are not specific. Again, as above, here is how to cancel the policy:

“The easiest and most convenient way to cancel a policy with American Family insurance is to call your agent. Not sure how to reach yours? Find them using our agent locator. Our customer care center is also available 24/7 at 1-800-MYAMFAM (1-800-692-6326) — they can help direct you to your agent or submit a cancellation request form to your agent on your behalf.”

When can I cancel?

As per American Family:

“It’s advised to never go without car insurance, but sometimes situations arise where you might need to cancel your policy. Maybe you’re moving to another state, switching insurance providers or you sold your car. Whatever the case, you’re technically free to cancel a policy at any time. You can cancel your policy by contacting your agent or insurance company and let them know the exact date you want your insurance coverage to end.”

How to Make a Claim

Accidents happen, or you may come to a point where you have to make a claim with American Family Insurance.

The following sections talk about claims and if the process of filing a claim is either easy or stressful.

Premiums Written

Each year, the number of premiums written by American Family keeps going up.

Here are the totals of what American Family has written in premiums over the course of four years, according to the National Association of Insurance Commissioners.

• 2015:  $7.2 billion
• 2016:  $7.8 billion
• 2017:  $8.4 billion
• 2018:  $8.9 billion

Loss Ratio

Loss ratio represents the percent a company earns based on premiums taken in and losses removed. Too low and the company is not paying any claims. Too high, and the company is losing money. The safe range is usually somewhere between 60 and 70 percent.

Here are the loss ratios at American Family according to the National Association of Insurance Commissioners.

• 2015:  31.84 percent
• 2016:  58.63 percent
• 2017:  68.65 percent
• 2018:  67 percent

In 2015, the loss ratio was at a low. It kept going up year by year.

American Family Insurance more recently pays out a good portion of claims.

Ease of Making a Claim

Having to file a claim is stressful enough.

Fortunately, American Family makes it easy to file a claim.

You can:

• Call 1-800-692-6326.
• Use the MyAmFam app.
• Contact your agent to report a claim.
• Log in to My Account to file your claim.

American Family even makes the claims process easy:

1. Report your claim.
2. Keep your phone handy.
3. Review your claim.
4. Complete your claim.

And, as American Family says:

“We know filing a claim isn’t something you look forward to. But at American Family, our trusted claims professionals handle claims every day, and they know what it takes to make your entire experience reassuring and convenient.”

How to Get a Quote Online (Step-by-Step Screenshots)

You will not need much to get a quote from American Family. All you need is your vehicle make, model, household information, and the kind of coverage you want.

Once you have all that:

Step 1:  Input your zip code and the type of insurance you want (car). Hit the “start quoting” button.

Step 2:  Enter your information, such as your address, date of birth, and email. Verify your address and click continue.

Step 3:  Enter your vehicle information. You can do this for up to four vehicles. You can enter the vehicle’s make or its VIN. Click continue. Talk about the vehicle’s primary use and the annual miles. Be sure to verify if your vehicle is kept at your address.

Step 4:  Enter the information about all of the drivers in your household. On the next screen, enter the person’s gender, marital status, employment status, and occupation category. Enter their social security number if you know it. On the next screen, mention if the driver has had any accidents or traffic violations.

On the next screen, mention who is the primary person responsible for the policy and if you currently have insurance with another company and if you have returned from active military duty in the last six months.

 

Step 5:  American Family will let you know if you have any discounts and what your quote is.

If American Family cannot offer you insurance, they will direct you to a company near you who can.

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Design of Website/App

American Family, for convenience, has both a website and a mobile app. The mobile app contains the following features, as per the app page:

• New to AmFam? Get an auto insurance quote today!
• Schedule payments right from the palm of your hand – and it’s all done securely in the app
• Set up convenient automatic payments
• View policy and auto insurance coverage details
• Need proof of car insurance? Save it to your device – no signing in needed!
• Get in-app payment reminders
• We’ll let you know when a new card is available to view in the app
• Use Fingerprint Authentication to log in easily and securely
• Contact your agent or search for one near you
• Find an auto or glass repair shop
• Submit a claim
• View claim status
• Find roadside assistance

The most common complaints are that the app has a limited amount of functions and that it is slow to load.

Here is one such review:

“App is slow to load, and I get a notice every time i login that a new version is available and i need to update even though the latest version is installed because i have auto-updates enabled. Once logged in, there’s limited functionality. you can view select policies, but there’s no quoting tools, and you cannot make policy changes. information on billing history is limited as well.”

Here is another:

“sometimes I cannot get my electronic payment to go through but it is a very convenient app so you can have all your insurance cards in your phone.”

Out of 3,577on the app, it has a considerable amount of five-star reviews. The app might work on your phone and it might not.

American Family does not seem responsive to complaints about its app. It does not seem responsive to praise, either. This is one area where they could improve.

When it comes to using the website, the information on the website is organized, neatly and cleanly, into hover menus. The color scheme of the website matches the colors of their logo, and the words are in big, blue font to help you to find the information you want quickly.

Any company and corporate information are located in link categories at the bottom of the page. Any information available at the top of the page is also available at the bottom of the page. They also have different articles about various tools and resources.

American Family, with recognizable icons, offers the different ways you can connect with them on social media.

This is a website that puts the customer front and center with easy navigation and easy ways to find the information you need.

Any tools and resources are under the category “Resources” at the top and bottom of the page, and Customer Support–where you can find the answers to any of your questions–is easy to find under the link at the top and bottom of the page “Contact Us”.

Everything is clear and easy to find, which is appreciated as a person who is looking to find the information I need quickly.

On mobile, the website is just as easy to navigate. It is clear to me that American Family kept the customer in mind on mobile as well.

You can easily look for a quote, make a payment, or find an agent. Any additional information is available under a clearly labeled hamburger menu titled “menu”.

No, not the food. It’s an icon that consists of three lines. When you click on it, additional links appear.

Everything on American Family’s mobile site is structured very cleanly and clearly labeled. This makes it easy for website browsers to find the information they need.

Pros and Cons

The Bottom Line

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FAQ

How much car insurance coverage should I have?

According to American Family:

“There are a number of factors that go into determining the amount of coverage you need>

• State requirements: The state you live in has a lot to do with the coverage you’ll need. Most states require liability coverage at a minimum. Your local American Family agent will know what’s required in your neck of the woods.
• Vehicle Type: The type of vehicle you drive influences the type of insurance you might consider.
• Leased or Financed Vehicles: Insuring a leased or financed vehicle will require you to carry collision and comprehensive coverage. This is how the lender or leasing company protects their investment. Once the vehicle is paid off, you can lower your premiums if you drop either collision or comprehensive coverage.”

If I’m involved in an accident in a state that does not have American Family Insurance, what happens?

According to American Family:

No worries. We’ll assign your claim to an American Family claims representative familiar with the claim handling laws and procedures in that state. We’ll also arrange for the repair estimate/review process and help you find repair options in the state where the accident occurred or in your home state – whichever is most convenient for you.

If I have to file a claim, how long will payment for the claim take?

According to American Family:

For vehicle repairs, payment is usually issued within 24-48 hours, once you and your adjuster have agreed on the repairs. For total-loss situations and more complex accidents, like those where injuries are involved, the amount of time it takes to receive your check varies. If your vehicle is repaired at one of our Certified Repair Program shops, American Family will pay the shop directly for the repairs.

How do I get a quote from American Family?

You can get your detailed and personalized auto quote in a few different ways:

• Get a quote online.
• Call 1-800-MYAMFAM(1-800-692-6326) and get a quote over the phone.
• Get in touch with an agent.

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