American Family Insurance Review: JD Power Ratings, AM Best Financial Strength Ratings, & Multi-Year Complaint Records

American Family is a major US auto & home insurance company, and is available in the states of Arizona, Colorado, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Minnesota, Missouri, North Dakota, Nebraska, Nevada, Ohio, Oregon, South Dakota, Utah, Washington, and it is the largest insurer of private passenger vehicles in its home state of Wisconsin. This review will analyze the change in the JD Power home & auto insurance scores & ratings for American Family Insurance over the last few years, and compare them to the scores of major competitors, like Allstate, State Farm, Progressive, Farmers, & GEICO.

In addition, this review will analyze the auto & home insurance customer complaints for American Family over the last six years, and let you know if American Family has a better than average, average, or worse than average complaint record. I’ll review the AM Best Financial Strength Rating (FSR) for the American Family insurance subsidiaries insuring cars & homes, too.

The smart insurance buyer shops for the best combination of coverage, price, and service, so be sure to use the ad below this paragraph (or the ad at the end of this review) to get price quotes from multiple insurance companies and find the best insurance company for you.

I revise or write new auto, home, & life insurance company reviews with the most recent data throughout the year. Bookmark this page or my website homepage, so you can keep up with information about your auto, home, or life insurance company.

The detailed information in this review compares American Family auto & home insurance to the industry average and competing companies for customer service, claims processing performance, customer complaints, financial strength, and insurance rates, but if If you don’t want to read all the details, you can go to this review on my website here, to see at a glance if American Family consistently performs better than average, average, or worse than average for customer service, claims, complaints and pricing, and compare American Family to over 40 other U.S. auto & home insurance companies.


American Family Insurance Review

This American Family Insurance review is divided into three sections, considering its: 1. AM Best Financial Strength Rating; 2. JD Power insurance study results; 3. Customer complaint ratings.

1. AM Best Financial Strength Rating for the American Family insurance companies insuring cars & homes

The American Family companies (American Family Mutual Insurance Company, American Family Insurance Company, American Family Life Insurance Company, American Standard Insurance Company of Ohio, and American Standard Insurance Company of Wisconsin) had their A (Excellent) AM Best Financial Strength Rating with a stable outlook (no ratings upgrade or downgrade is expected in the near future) reaffirmed on 5/07/2015, the same rating these companies have maintained since 2011 or longer. A is the third highest rating for AM Best.

The AM Best financial strength ratings for the American Family companies are not a measure of customer service or the quality of the company’s claims adjusting, but an opinion about their ability to pay claims, remain financially solvent, and stay in business. I recommend avoiding, if possible or practical, any auto, property insurance company with lower than an “A-” rating for financial strength from AM Best. Some insurance companies have higher financial strength ratings than the American Family companies, but the difference in financial strength among A++, A+, A, & A- rated companies is not significant to me unless higher rated companies are the same or better in terms of price, coverage, claims handling, and customer service.

American Family purchased not long ago the nonstandard auto insurance company, Permanent General Assurance Corp. (The General), which is rated separately by AM Best, and is included in my review of The General Auto Insurance, as well as Homesite Insurance, an insurer selling home insurance in the USA direct from the company.

2. American Family Insurance JD Power Ratings Analysis for 2011, 2012, 2013, 2014, 2015, & 2016

The annual JD Power insurance company surveys are, in my opinion, the most objective & relevant measures of customer & claims satisfaction, by evaluating the opinions of thousands of consumers about their auto & home insurance. However, the power circle ratings used by JD Power can be misleading, with some companies receiving 4 power circles (better than most) and 5 power circles (among the best) ratings, but not scoring much above the score of the average insurance company. This review will analyze the JD Power ratings & numerical scores for American Family Insurance, in all the JD Power insurance studies where it was included in recent years, to see if its JD Power ratings truly reflect the quality of the claims & customer service for the company.

I’ll compare the numerical scores (instead of the power circle rating) for American Family auto & home insurance, to the industry average and the scores of competing insurance companies, for each JD Power insurance study (2011-2016) where it was rated. American Family was included in the following annual JD Power insurance studies:

The Annual JD Power Auto Insurance Customer Satisfaction Study

The Annual JD Power Auto Insurance Claims Satisfaction Study

The Annual JD Power Auto Insurance Purchasing Experience Study

The Annual JD Power Homeowners Insurance Customer Satisfaction Study

The Annual JD Power Property (Home) Insurance Claims Satisfaction Study

You can scroll down to read my analysis or summaries of the studies most interesting to you.

The Annual JD Power US Auto Insurance Customer Satisfaction Study

American Family auto insurance customers are usually surveyed in four of the eleven regional studies for the JD Power US Auto Insurance Customer Satisfaction Study:

Central Region Auto Insurance Study (AR, IA, KS, MN, MO, NE, ND, OK, SD)

2015: American Family scored 2 points (on a 1,000 point scale) or .2% above the 2015 Central region average, at 822 out of 1,000 points.

Here is how American Family rated in the Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:

Policy Offerings: Three Power Circles (about average)

Price: Two Power Circles (lowest rating)

Billing & Payment: Three Power Circles (about average)

Interaction: Three Power Circles (about average)

Claims: Three Power Circles (about average)

Overall Customer Satisfaction: Three Power Circles (about average)

Allstate, Farmers, GEICO, Hartford, and Safeco scored about the same (within 4 points) as American Family in the 2015 Central Region study.

These companies scored .8% or more higher than American Family in the 2015 Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, Shelter, and State Farm.

These companies scored .8% or more lower than American Family in the 2015 Central Region study (from highest scoring company to lowest scoring company): Auto Club of Southern California, Progressive, Farm Bureau Mutual, Liberty Mutual, Nationwide, and Travelers.

2014: American Family scored 2 points (on a 1,000 point scale) or .2% below the 2014 Central region study average, 818 at out of 1,000 points.

Here is how American Family rated in the Central region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:

Policy Offerings: Three Power Circles (about average)

Price: Two Power Circles (lowest rating)

Billing & Payment: Three Power Circles (about average)

Interaction: Three Power Circles (about average)

Claims: Three Power Circles (about average)

Overall Customer Satisfaction: Three Power Circles (about average)

These companies scored 1.1% or more higher than American Family in the 2014 Central region study: USAA, Auto-Owners, Shelter, State Farm, and GEICO.

These companies scored 1.7% or more lower than American Family in the 2014 Central region study: Travelers, Liberty Mutual, Auto Club of Southern California Insurance Group, Farmers, Nationwide, and Progressive.

2013 (AR, IA, KS, MN, MO, NE, ND, OK, SD): American Family received the second highest rating of four power circles (better than most), scoring 812 points out of 1,000 points, which is 11 points on a 1,000 point scale (1.1%), above the Central regional average score of 801 points on the 1,000 point scale. In my opinion, based on its point score in the Central region, American Family did not score so much above the average score, it should be considered providing “better than most” auto insurance customer satisfaction in this region. State Farm & Auto-owners insurance, scoring 833 out of 1,000 points (21 points above American Family), and 821 out of 1,000 points (9 points above American Family) in the Central study respectively, scored higher than American Family, and more than 2% above the Central region average score. Shelter Insurance scored 5 points higher than American Family, with 817 out of 1,000 points. Hartford Insurance scored only 3 points (.3%) lower than American Family, with 809 out of 1,000 points. Other major competitors in this region, also scored below American Family: Allstate (a big difference of 25 points less, or 2.5% below American Family), GEICO (only 6 points less, or .6% below American Family), Progressive (a big difference of 29 points less, or 2.9% below American Family), & Farmers (a big difference of 27 points less, or 2.7% below American Family). Although American Family scored above the 2013 Central region average, the company scored 4 points less than it scored for this regional study in 2012, where it was rated about average.

2012 (AR, IA, KS, MN, MO, NE, ND, OK, SD, TX): American Family received the rating of three power circles (about average), scoring 816 points out of 1,000 points, which is 5 points (.05%) above the regional average of 811 points on the 1,000 point scale. In my opinion, based on its point score in the Central study, American Family scored close enough to average to earn its “about average” three power circle rating, and should be considered providing average auto insurance customer satisfaction in this region for 2012.

Central Region Auto Insurance Satisfaction Summary: American Family scored .5% above, 1.1% above, .2% below, and .2% above the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in average range in three of the last four years for the central region states of AR, IA, KS, MN, MO, NE, ND, OK, and SD.

North Central Region Auto Insurance Study (IL, IN, MI, OH, WI)

2015: American Family scored 11 points (on a 1,000 point scale) or 1.1% above the 2015 North Central region average, at 819 out of 1,000 points.

Here is how American Family rated in the North Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:

Policy Offerings: Four Power Circles (better than most)

Price: Three Power Circles (about average)

Billing & Payment: Four Power Circles (better than most)

Interaction: Four Power Circles (better than most)

Claims: Four Power Circles (better than most)

Overall Customer Satisfaction: Four Power Circles (better than most)

COUNTRY Financial, Indiana Farm Bureau, Hartford, State Farm, and Erie scored about the same (within 4 points) as American Family in the 2015 North Central Region study.

These companies scored .9% or more higher than American Family in the 2015 North Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, and Nationwide.

These companies scored .6% or more lower than American Family in the 2015 North Central Region study (from highest scoring company to lowest scoring company): Progressive, Farmers, GEICO, Allstate, Grange, Liberty Mutual, Metlife, Michigan Farm Bureau, Automobile Club Group (AAA), Hanover, and Safeco.

2014: American Family scored 7 points (on a 1,000 point scale) or .7% below the 2014 North Central region study average, at 809 out of 1,000 points.

Here is how American Family rated in North Central region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:

Policy Offerings: Two Power Circles (lowest rating)

Price: Two Power Circles (lowest rating)

Billing & Payment: Three Power Circles (about average)

Interaction: Three Power Circles (about average)

Claims: Two Power Circles (lowest rating)

Overall Customer Satisfaction: Three Power Circles (about average)

These companies scored 1.5% or more higher than American Family in the 2014 North Central region study: USAA, Auto-Owners, State Farm, Grange, Erie, & Country insurance.

These companies scored .9% or more lower than American Family in the 2014 North Central region study: Allstate, Farmers, Automobile Club Group, The Hanover, and Metlife.

2013: American Family received the rating of three power circles, scoring 790 points out of 1,000 points, which is 7 points (.7%) below the regional average of 797 points on the 1,000 point scale. In my opinion, based on its point score in North Central region, American Family should be considered providing about average auto insurance customer satisfaction in this region, as its power circle rating suggests. Auto-owners, State Farm & Erie topped the North Central study, each scoring more than 2% above the regional average. Michigan Farm Bureau (19 points above American Family, or 1.9% more), The Hartford (13 points above American Family, or 1.3% more), Nationwide (only 6 points above American Family, or .6% more), GEICO (only 4 points above American Family, or .04% more), and Grange Insurance (also only 4 points above American Family, or .4% more) all scored higher than American Family in the North Central study. Progressive scored 8 points below American Family, and Farmers scored 7 points below American Family, in the North Central region. American Family scored 2 points less in this region for 2013 than it scored in 2012.

2012: American Family received the rating of three power circles, scoring 792 points out of 1,000 points, which is 12 points (1.2%) below the regional average of 804 points on the 1,000 point scale. In my opinion, based on its point score in the North Central study, Allstate scored below the regional average score, and should be considered providing slightly below average auto insurance customer satisfaction in this region for 2012.

North Central Region Auto Insurance Satisfaction Summary: American Family scored 1.2% below, .7% below, .7% below, and 1.1% above the north central region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the average range for the north central region states of IL, IN, MI, OH, and WI.

Northwest (West in 2012) Region Auto Insurance Study

2015: American Family scored 12 points (on a 1,000 point scale) or 1.2% below the 2015 Northwest region average, at 805 out of 1,000 points.

Here is how American Family rated in the Northwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:

Policy Offerings: Three Power Circles (about average)

Price: Three Power Circles (about average)

Billing & Payment: Three Power Circles (about average)

Interaction: Three Power Circles (about average)

Claims: Two Power Circles (lowest rating)

Overall Customer Satisfaction: Three Power Circles (about average)

These companies scored 1.5% or more higher than American Family in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): USAA, Pemco, State Farm, Farmers, GEICO, and Hartford.

These companies scored .7% or more lower than American Family in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): Allstate, Safeco, Progressive, Nationwide, and Liberty Mutual.

2014 (ID, MT, OR, WA, WY): American Family scored 6 points (on a 1,000 point scale) or .6% above the 2014 Northwest region study average, at 818 out of 1,000 points.

Here is how American Family rated in the Northwest region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:

Policy Offerings: Four Power Circles (better than most

Price: Three Power Circles (about average)

Billing & Payment: Three Power Circles (about average)

Interaction: Four Power Circles (better than most

Claims: Three Power Circles (about average)

Overall Customer Satisfaction: Three Power Circles (about average)

These companies scored 1% or more higher than American Family in the 2014 Northwest region study: USAA, PEMCO, The Hartford, State Farm, and Mutual of Enumclaw.

These companies scored 1.6% or more lower than American Family in the 2014 Northwest region study: GEICO, Nationwide, Farmers, Progressive, Allstate, and Liberty Mutual.

2013 (ID, MT, OR, WA, WY): American Family received the rating of three power circles (about average), scoring 795 points out of 1,000 points, which is 3 points (.3%) above the regional average of 792 points on the 1,000 point scale. Based on its point score in the Northwest study, American Family scored close enough to the average score to be considered providing average auto insurance customer satisfaction in this region. PEMCO, The Hartford, and Mutual of Enumclaw top the Northwest study, each scoring more than 2% higher than the regional average score. Here is how the scores of some major competitors compared to American Family in the Northwest region: State Farm (10 points above American Family, or 1% more), Progressive (8 points below American Family, or .8% less), Liberty Mutual (10 points below American Family, or 1% less), GEICO (a big difference of 15 points below American Family, or 1.5% less), Farmers (a huge difference of 26 points below American Family, or 2.6% less), Allstate (12 points below American Family, or 1.2 % less), & Nationwide (a big difference of 15 points below American Family, or 1.5% less). American Family scored 9 points less in 2013, than it scored in the 2012 West region study.

2012 (AZ, CO, ID, MT, NV, NM, OR, UT, WA, WY): American Family received the rating of three power circles, scoring 804 points out of 1,000 points, which is 6 points (.6%) below the regional average of 810 points on the 1,000 point scale. Based on its point score in the West region, American Family scored close enough to the regional study average, to be considered providing average auto insurance customer satisfaction for the states in the West region for 2012.

Northwest Region Auto Insurance Satisfaction Summary: American Family scored .6% below, .3% above, .6% above, and 1.2% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction each year, and below average satisfaction for the most recent year, in the Northwest region states of ID, MT, OR, WA, and WY.

Southwest (West in 2012) Region Auto Insurance Study

2015: American Family scored the same as the 2015 Southwest region average, at 824 out of 1,000 points.

Here is how American Family rated in the Southwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:

Policy Offerings: Two Power Circles (lowest rating)

Price: Two Power Circles (lowest rating)

Billing & Payment: Three Power Circles (about average)

Interaction: Three Power Circles (about average)

Claims: Two Power Circles (lowest rating)

Overall Customer Satisfaction: Three Power Circles (about average)

Liberty Mutual and GEICO scored about the same (within 2 points) as American Family in the 2015 Southwest Region study.

These companies scored .6% or more higher than American Family in the 2015 Southwest Region study (from highest scoring company to lowest scoring company): USAA, Hartford, and State Farm.

These companies scored 1% or more lower than American Family in the 2015 Southwest Region study (from highest scoring company to lowest scoring company): Progressive, CSAA (AAA), Allstate, Farmers, and Safeco.

2014 (AZ, CO, NV, NM, UT): American Family scored 8 points (on a 1,000 point scale) or .8% below the 2014 Southwest region study average, at 809 out of 1,000 points.

Here is how American Family rated in the Southwest region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:

Policy Offerings: Two Power Circles (lowest rating)

Price: Two Power Circles (lowest rating)

Billing & Payment: Three Power Circles (about average)

Interaction: Three Power Circles (about average)

Claims: Three Power Circles (about average)

Overall Customer Satisfaction: Three Power Circles (about average)

These companies scored 1.1% or more higher than American Family in the 2014 Southwest region study: USAA, State Farm, Liberty Mutual and The Hartford.

These companies scored .8% or more lower than American Family in the 2014 Southwest region study: Allstate, Progressive, CSAA Insurance Group, and Safeco.

2013 (AZ, CO, NV, NM, UT): American Family received the rating of three power circles, scoring 807 points out of 1,000 points, which is 2 points (.2%) above the regional average score of 805 points on the 1,000 point scale. Based on its point score in the Southwest study, American Family scored close enough to the average score, to be considered providing average auto insurance customer satisfaction in this region. State Farm (1.9% above the average score) & The Hartford (1.6% above the average score) top the SW study, but neither company scored 2% or more above the regional average score, which I use as a threshold for determining truly above average companies. Here’s how American Family compared to the scores of major competitors: GEICO (only 2 points above American Family, or .2% more), Farmers (a huge difference of 34 points below American Family, or 3.4% less) , Progressive (a very big difference of 29 points below American Family, or 2.9% less), Allstate (a big difference of 18 points below American Family, or 1.8% less), & Liberty Mutual (a big difference of 14 points below American Family, or 1.4% less).

2012 (AZ, CO, ID, MT, NV, NM, OR, UT, WA, WY): American Family received the rating of 3 power circles (about average), scoring 804 points out of 1,000 points, which is 6 points (.6%) below the regional average of 810 points on the 1,000 point scale. Based on its point score in the West region, American Family scored close enough to the regional study average, to be considered providing average auto insurance customer satisfaction for the states in the West region for 2012.

Southwest Region Auto Insurance Satisfaction Summary: American Family scored .6% below, .2% above, .8% below, and the same as the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the average range for the Southwest region states of AZ, CO, NV, NM, and UT.

2011 US National Study: American Family received the rating of three power circles, scoring 791 points out of 1,000 points, which is 1 point (.1%) above the national average of 790 points on the 1,000 point scale. Based on its point score in the 2011 national study, American Family scored close enough to the study average score, and should be considered providing average auto insurance customer satisfaction in the states where it operates, for 2011.

The good news is I don’t think the American Family about average scores (within 1% of the average) in the regions of this annual study each year, suggest you have to switch to a different auto insurance company because of poor auto insurance customer satisfaction. However, its wise to consider my analysis of the scores, along with the price you pay and coverage you have with American Family, and see how other companies compare. It’s okay to pay more for better service or a better product, but I won’t pay more for the same coverage, from an insurance company providing average service. You may be very happy with American Family or your American Family agent now, but you may not feel the same way if you have a large claim. You also may be less happy with American Family, if you can find the same coverage at a much lower price, from an equally good or better auto insurance company. You can click the ads at the top and bottom of this review to get auto, home, & life insurance quotes from major insurance companies, and decide if American Family really is the right company for your insurance needs.

The Annual JD Power US Auto Claims Satisfaction Study.

2015: American Family scored two points (on a 1,000 point scale) or .2% above the 2015 US auto claims satisfaction study average, at 859 out of 1,000 points.

Here is how American Family rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2015:

First Notice of Loss: Three Power Circles (about average)

Service Interaction: Four Power Circles (better than most)

Appraisal: Three Power Circles (about average)

Repair Process: Three Power Circles (about average)

Rental Car Experience: Four Power Circles (better than most)

Settlement: Three Power Circles (about average)

Overall Auto Claims Satisfaction: Three Power Circles (about average)

These insurance companies scored the same or about the same (from three points above to one point below) as American Family in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): Erie, Allstate, American Family, Farmers, Safeco, and State Farm.

These insurance companies scored .7% or more higher than American Family in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): New Jersey Manufacturers, Auto Owners, USAA, Amica, Auto Club of Southern California, Hartford, and Nationwide

These insurance companies scored .5% or more lower than American Family in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): GEICO, Liberty Mutual, Progressive, Country Financial, Mercury, Travelers, CSAA Insurance Group, 21st Century, Hanover, Metlife, Automobile Club Group, Esurance, and MAPFRE-Commerce Insurance.

2014: American Family scored 11 points (on a 1,000 point scale) or 1.1% above the 2014 JD Power US Auto Claims Satisfaction study average, at 868 out of 1,000 points.

Here is how American Family rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2014:

First Notice of Loss: Four Power Circles (better than most)

Service Interaction: Five Power Circles (among the best)

Appraisal: Three Power Circles (about average)

Repair Process: Four Power Circles (better than most)

Rental Car Experience: Five Power Circles (among the best)

Settlement: Three Power Circles (about average)

Overall Auto Claims Satisfaction: Four Power Circles (better than most)

These companies scored 1.1% or more higher than American Family in the 2014 JD Power US Auto Claims Satisfaction study: USAA, Amica, and Auto-Owners insurance.

These companies scored .9% or more lower than American Family in the 2014 JD Power US Auto Claims Satisfaction study: Erie, Travelers, Mercury, GEICO, Nationwide, Country, Safeco, Allstate, Metlife, Farmers, Progressive, Automobile Club Group, CSAA Insurance Group, 21st Century, Liberty Mutual, Esurance, and MAPFRE-Commerce Insurance.

2013: American Family scored 12 points (on a 1,000 point scale) or 1.2% above the 2013 JD Power US Auto Claims Satisfaction study average, at 867 out of 1,000 points.

These companies scored 2.2% or more higher than American Family in the 2013 JD Power US Auto Claims Satisfaction study: USAA and Auto Club of Southern California.

These companies scored 1.7% or more lower than American Family in the 2013 JD Power US Auto Claims Satisfaction study: Safeco, Allstate, Mercury, GEICO, Auto Club Group, Liberty Mutual, CSAA/AAA NCNU, Progressive, Metlife, MAPFRE/Commerce, Farmers, 21st Century, and Esurance.

2012: American Family received the rating of four power circles, scoring 869 points out of 1,000 points, which is 17 points (1.7%) above the study average of 852 points on the 1,000 point scale. In my opinion, based on its point score in the 2012 study, American Family scored high enough above the average to be considered above average for auto insurance auto claims satisfaction in 2012. Amica, Erie, AAA of Southern CA, and Country insurance each scored somewhat higher than American Family in this 2012 study, and are rated the same as American Family, at four power circles (better than most). The scores for Hartford and State Farm (1 point less than American Family for both State Farm & Hartford) were about the same as American Family in this study. Auto-Owners topped the study at 35 points (3.5%) above the study average, and 18 points better than American Family. American Family scored much higher than Progressive & GEICO, by 27 points (2.7%), and Farmers, by 31 points (3.1%). American Family improved its score in 2012 by 7 points (.7%), above its score in this study for 2011.

2011: American Family received the rating of four power circles (better than most), scoring 862 points out of 1,000 points, which is 16 points (1.6%) above the study average of 846 points on the 1,000 point scale. In my opinion, based on its point score in the 2011 study, American Family scored enough above the average to be considered providing better than average auto insurance claims satisfaction for 2011.

Auto Insurance Claims Satisfaction Summary: American Family scored 1.7%, 1.2%, 1.1%, and .2% above the national average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing above average satisfaction in the national JD Power Auto Claims Satisfaction study until 2015, when it had an almost 1% drop in its score from 2014, barely above the 2015 average.

The Annual JD Power Auto Insurance Purchase Experience Study & Pricing

2016: American Family scored 19 points (on a 1,000 point scale) or 1.9% above the 2016 JD Power Auto Insurance Purchase Experience study average, at 845 out of 1,000 points.

The 2016 U.S. Insurance Shopping Study was based on responses from more than 17,000 shoppers who requested an auto insurance price quote from at least one competitive insurer in the past 9 months and includes more than 50,000 unique customer evaluations of insurers. The study was fielded in April, July & October 2015, and January 2016.

Here is how American Family rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2016:

Pricing: Four Power Circles (better than most)

Website: Not rated

Local Agent: Four Power Circles (better than most)

Call Center Representative: Not rated

Policy Offerings: Four Power Circles (better than most)

Overall Auto Insurance Purchase Satisfaction: Four Power Circles (better than most)

These companies also rated better than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: USAA, Erie, Liberty Mutual, The Hartford, Automobile Club Group, Travelers, Ameriprise, CSAA Insurance Group, and Mercury.

These companies rated worse than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: Progressive, Allstate, 21st Century, and MetLife.

2015: American Family scored 15 points (on a 1,000 point scale) or 1.5% below the 2015 JD Power Auto Insurance Purchase Experience study average, at 818 out of 1,000 points.

Here is how American Family rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2015:

Pricing: Three Power Circles (about average)

Website: Not rated.

Local Agent: Three Power Circles (about average)

Call Center Representative: Not rated

Policy Offerings: Two Power Circles (lowest rating)

Overall Auto Insurance Purchase Satisfaction: Three Power Circles (about average)

These companies rated better than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: USAA, Erie, Ameriprise (available through Costco), The Hartford, California State Auto Association, Amica Mutual, Liberty Mutual, Auto Club Group, Travelers, & GEICO.

These companies rated worse than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: Progressive, Allied, & Mercury.

2014: American Family scored 14 points (on a 1,000 point scale) or 1.4% above the 2014 JD Power Auto Insurance Purchase Experience study average, at 835 out of 1,000 points.

Here is how American Family rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2014:

Pricing: Three Power Circles (about average)

Website: Not rated

Local Agent: Five Power Circles (among the best)

Call Center Representative: Not rated

Policy Offerings: Five Power Circles (among the best)

Overall Auto Insurance Purchase Satisfaction: Four Power Circles (better than most)

2013: American Family received the rating of four power circles (better than most), scoring 841 points out of 1,000 points, which is 13 points (1.3%) above the study average score. In my opinion, based on its score in this study, I consider American Family having better than average customer satisfaction with the auto insurance purchasing satisfaction in 2013. American Family scored 4 points less in 2013, than it scored in this study for 2012.

2012: American Family received the rating of four power circles (better than most), scoring 845 points out of 1,000 points, which is 17 points (1.7%) above the regional average of 828 points on the 1,000 point scale. In my opinion, based on its point score in the 2012 study, Allstate scored enough above the average, to be considered as providing better than average customer satisfaction with the auto insurance purchasing experience.

JD Power Auto Insurance Purchase Experience Summary: American Family’s performance in this study rose from below average in 2015 to above average in 2016, with the JD Power rating for the Pricing category going from “about average” to “better than most.” American Family now seems to have better rates for many auto insurance shoppers.

However, survey opinions about auto insurance pricing are not very accurate when applied to the individual. The auto insurance company with highest rates for some — or even most — people may have the best rates for you.

For example, 8 out of 10 people contacting an insurance company for an auto insurance price quote may find higher rates than they pay now. But if this is the company saving you a lot of money on your auto insurance coverage, who cares what those 8 out of 10 people think? A single person, with a clean driving record, owning one car, in one zip code, may find one company has the most expensive car insurance rates, but a married couple, with two cars, in another zip code, may find that same company has the best rates for them. I like to see auto insurance companies rated at four or five power circles for the category of Pricing in this study, because that’s an indication the company has good rates for a broad number of potential customers contacting them for an auto insurance quote. But even the lowest rating of two power circles in the Pricing category should not stop anyone from seeing what price an auto insurance company can offer them. The auto insurance company with the highest rates for someone else may have the best rates for you.

The Annual JD Power US National Homeowners Insurance Customer Satisfaction Study

2015: American Family scored 15 points (on a 1,000 point scale) or 1.5% above the 2015 JD Power Homeowners Insurance Customer Satisfaction study average, at 802 out of 1,000 points.

Here is how American Family rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2015:

Policy Offerings: Three Power Circles (about average)

Price: Three Power Circles (about average)

Billing & Payment: Four Power Circles (better than most)

Contacting the Insurer: Four Power Circles (better than most)

Claims: Four Power Circles (better than most)

Overall Homeowners Insurance Satisfaction: Four Power Circles (better than most)

COUNTRY Financial scored the same as American Family in the 2015 JD Power Homeowners Insurance Customer Satisfaction study.

These companies scored .4% or more higher than American Family in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): USAA, Amica, Auto-Owners, Erie, Auto Club of Southern California, and GEICO.

These companies scored .2% or more lower than American Family in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): Shelter, State Farm, Nationwide, Allstate, California State Auto Association (CSAA), Hartford, Chubb, Progressive, Cincinnati, Mercury, Farmers, Encompass, Automobile Club Group, Metlife, Kemper, Liberty Mutual, Safeco, Travelers, and Hanover.

2014: American Family scored 15 points (on a 1,000 point scale) or 1.5% above the 2014 US National Homeowners Insurance Customer Satisfaction study average, at 805 out of 1,000 points.

Here is how American Family rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2014:

Policy Offerings: Four Power Circles (better than most)

Price: Three Power Circles (about average)

Billing & Payment: Three Power Circles (about average)

Interaction: Four Power Circles (better than most)

Claims: Four Power Circles (better than most)

Overall Customer Satisfaction: Four Power Circles (better than most)

These companies scored 2.4% or more higher than in the 2014 US National Homeowners Insurance Customer Satisfaction study: USAA, Amica, and Auto-Owners Insurance.

These companies scored 1% or more lower than in the 2014 US National Homeowners Insurance Customer Satisfaction study: The Hartford, Country, Mercury, Allstate, CSAA Insurance Group, GEICO, Nationwide, Safeco, Farmers, Metlife, Liberty Mutual, Travelers, Automobile Club Group, Progressive, and The Hanover.

2013: American Family received the rating of four power circles (better than most) for overall homeowners insurance customer satisfaction, scoring 10 points (on a 1,000 point scale) or 1% above the 2013 US National Homeowners Insurance Customer Satisfaction study average, at 797 out of 1,000 points.

These companies scored 1.1% or more higher than American Family in the 2013 US National Homeowners Insurance Customer Satisfaction study: USAA, Amica, State Farm, Auto-Owners, Erie, and Automobile Club of Southern California.

These companies scored .9% or more lower than American Family in the 2013 US National Homeowners Insurance Customer Satisfaction study: Allstate, GEICO, The Hartford, CSAA/ AAA NCNU, Nationwide, Metlife, Safeco, Automobile Club Group, CHUBB, The Hanover, Farmers, Liberty Mutual, and Travelers.

2012: American Family received the rating of four power circles (better than most), scoring 815 points out of 1,000 points, which is 30 points (3%) above the study average of 785 points on the 1,000 point scale. In my opinion, based on its point score in the 2012 study, American Family scored high enough above the study average score, to be considered providing above average home insurance customer satisfaction in the USA for 2012. Only Amica scored much better in this study, scoring a huge 44 points above American Family. Erie Insurance & Auto Club of Southern California scored slightly higher (less than 1% more) than American Family. In 2012, American Family scored a much higher 32 points in this study, above what it scored in 2011.

In 2012, American Family was rated four power circles (better than most) in all categories, consisting of Policy offerings, Contacting the insurance company, Billing & payment, and Pricing.

2011: American Family received the rating of four power circles (better than most), scoring 783 points out of 1,000 points, which is 14 points (1.4%) above the study average of 769 points on the 1,000 point scale. In my opinion, based on its point score in the 2011 study, American Family scored enough above the average, to be considered providing above average home insurance customer satisfaction in the USA for 2011.

Summary: Based on the study scores from 2011, 2012, 2013, 2014, & 2015, I’d consider home insurance customer satisfaction with American Family as above average. However, both Amica, Auto-Owners, & USAA have higher home insurance customer satisfaction study scores, if you are looking for the companies with the highest home insurance customer satisfaction, as measured by JD Power.

The Annual JD Power US Property Claims Satisfaction Study

The 2016 Property Claims Satisfaction Study is based on more than 5,700 responses from homeowners insurance customers who filed a property claim between January 2014 & December 2015.

2016: American Family scored 5 points (on a 1,000 point scale) or .5% above the 2016 US Property Claims Satisfaction study average, at 851 out of 1,000 points.

Here is how American Family rated in the five factors used to determine its overall property claims satisfaction score in 2016:

First Notice of Loss: Four Power Circles (better than most)

Service Interaction: Four Power Circles (better than most)

Estimation Process: Four Power Circles (better than most)

Repair Process: Three Power Circles (about average)

Settlement: Three Power Circles (about average)

Overall Property Claims Satisfaction: Three Power Circles (about average)

This company scored the same as American Family in the 2016 US Property Claims Satisfaction study: Chubb

The companies scored about the same (from six points (.6%) above to four points (.4%) below) as American Family in the 2016 US Property Claims Satisfaction study: Safeco, State Farm, Liberty Mutual, The Hanover, Nationwide, California State Auto Association (CSAA), Farmers, Allstate, and Metlife.

These companies scored 1.2% or more higher than American Family in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Amica, Auto Club of Southern California, USAA, Country, Encompass, and Erie.

These companies scored .7% or more lower than American Family in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Travelers, Auto-Owners, Hartford, and MAPFRE (Commerce).

2015: American Family scored 10 points (on a 1,000 point scale) or 1% below the 2015 US Property Claims Satisfaction study average, at 841 out of 1,000 points.

The 2015 Property Claims Satisfaction Study is based on more than 6,100 responses from homeowners insurance customers who filed a property claim between January 2013 & December 2014.

Here is how American Family rated in the five factors used to determine its overall property claims satisfaction score in 2015:

First Notice of Loss: Three Power Circles (about average)

Service Interaction: Three Power Circles (about average)

Estimation Process: Three Power Circles (about average)

Repair Process: Five Power Circles (among the best)

Settlement: Three Power Circles (about average)

Overall Property Claims Satisfaction: Three Power Circles (about average)

These companies scored 1% or more higher than American Family in the 2015 US Property Claims Satisfaction study: USAA, Amica, Nationwide, Country, Erie, Chubb, Travelers, CSAA/AAA NCNU, Encompass, Allstate, State Farm, The Hartford, & Metlife.

These companies scored 1.5% or more lower than American Family in the 2015 US Property Claims Satisfaction study: The Hanover, Auto-Owners, and Auto Club.

2014: American Family received the rating of two power circles (lowest rating) for overall property claims customer satisfaction, scoring 27 points (on a 1,000 point scale) or 2.7% below the 2014 US Property Claims Satisfaction study average, at 813 out of 1,000 points. American Family was the second lowest scoring company in the 2014 study.

These companies scored 4.1% or more higher than American Family and 1.4% higher than the industry average in the 2014 US Property Claims Satisfaction study: USAA, Amica, Erie, Nationwide, and Auto-Owners insurance.

These companies scored 3.7% or more lower than American Family in the 2014 US Property Claims Satisfaction study: Auto Club Group.

2013: American Family received the rating of four power circles, scoring 844 points out of 1,000 points, which is 12 points (1.2%) above the study average of 832 points on the 1,000 point scale. In my opinion, based on its point score in the 2013 study, American Family did not score as much above the study average score, as some other companies receiving the same four power circle rating, to be considered firmly above average property claims satisfaction in 2013. Amica was the top scoring company, scoring a huge 63 points more than American Family. Chubb was close behind, scoring 58 points more than American Family. Encompass, Country, The Hartford, & Nationwide all scored 14 points (1.4%) or more above American Family in this study. In 2013, Allstate scored 2 points higher in this study than it scored in 2012.

2012: American Family received the rating of four power circles, scoring 842 points out of 1,000 points, which is 9 points (.9%) above the study average of 833 points on the 1,000 point scale. In my opinion, based on its point score in the 2012 study, American Family did not scored much above the study average score, and should be considered providing average property claims satisfaction in the USA for 2012.

Summary: Based on its 1% below average performance in 2015, and its terrible performance in 2014 (2.7% below average), I’d consider homeowners insurance claims satisfaction for American Family as worse than average, in spite of its higher score (10 points or 1% better than 2015) and performance at .5% above the average in 2016.

3. American Family Insurance Companies Auto & Home Insurance Complaint Statistics & Ratings

You may really like your car or home insurance company, or you may have heard from relatives or friends about the insurance companies they think are best, but you never really know how good your insurance company will be, until you have a serious claim. A great way to evaluate an auto or home insurance company’s claims service is to look at its customer complaint record. This part of the review will show you if American Family has a better than average, average, or below average complaint record for 2009, 2010, 2011, 2012, 2013 & 2014.

The complaint statistics, called complaint ratios, used in this American Family Insurance review are the number of upheld complaints filed against each of the American Family companies with a state’s insurance regulatory authority, adjusted for each subsidiary’s market share, as determined by the National Association of Insurance Commissioners.

The complaint ratios for the American Family insurance companies listed below display the ratio of the company’s U.S. Market Share of closed complaints compared to the company’s U.S. Market Share of premiums for a specific policy type. Complaint ratios lower than “1” have less complaints than average, and complaint ratios over “1” have more complaints than average. The lower the complaint ratio, the less complaints against the company. Ideally, you want to choose an auto or home insurance company with complaint ratios less than 1.00 each year, at least over the most recent three years.

So you don’t have to worry about comparing complaint ratio numbers, I devised a rating system to help you identify if American Family has a good or poor complaint record.

Here’s how I establish my auto & homeowners insurance complaint ratings:

B = Better than average. Insurance companies with complaint ratios less than 75% of the average insurance company.

C = Average. Insurance companies with complaint ratios from 75% to 125% of the average insurance company. I use a minus sign (-) to indicate auto insurance complaint ratios slightly worse than average (1.05 to 1.25) and a plus sign (+) for auto insurance complaint ratios slightly better than average (.95 to .75).

W = Worse than average. Insurance companies with complaint ratios more than 125% of the average insurance company.

I prefer companies with the longest recent history of “B” ratings each year (or at least in the most recent three years). Companies with “B” or “C+” ratings are okay, too, particularly if they have less market share, with less than $50,000,000 in premiums for that line of insurance (auto or home) each year. I prefer to avoid companies with a consistently higher than average number of complaints, or with inconsistent complaint records, unless there are mitigating factors, such as very small market share.

I. Auto Insurance Complaint Record for the American Family Companies

American Family auto insurance complaint record considering all subsidiaries:

Average

American Family has four subsidiary companies insuring personal use vehicles. The use of more than one auto or home insurance subsidiary company is usually to offer separate pricing for different types of drivers (drivers deemed preferred risk, standard risk, or nonstandard risk), or to operate in a certain US state or states. Here is the auto insurance complaint record for each subsidiary:

American Family Insurance Company Auto Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2014 Auto Insurance Complaint Ratio = B (.69)

2014 US auto insurance premium = $169,872,885

2013 Auto Insurance Complaint Ratio = B (.45)

2013 US auto insurance premium = $146,249,004

2012 Auto Insurance Complaint Ratio = B (.35)

2012 US auto insurance premium = $126,045,287

2011 Auto Insurance Complaint Ratio = B (.44)

2011 US auto insurance premium = $116,026,712

2010 Auto Insurance Complaint Ratio = B (.66)

2010 US auto insurance premium = $116,232,557

2009 Auto Insurance Complaint Ratio = B (.28)

American Family Insurance Company is the American Family subsidiary company operating in Georgia and Ohio, with most of its customers in Ohio. Of its $116,026,712 in total auto insurance premium for 2011, the amount coming from Ohio was $101,972,879, representing about 88% of its 2011 auto insurance business. (American Family Mutual Insurance Company also insures some homes and vehicles in Ohio, but with an extremely small number of polices in force in the Buckeye state). American Family Insurance Company has a very good auto insurance complaint record, with a consistent lower number of complaints each year since 2009, compared to the industry average. In its worst year during the six year period (2014), its number of complaints were still only 69% of the industry average. Auto insurance market share for American Family Insurance Company increased each year since 2011, which may be a sign American Family Insurance Company has competitive auto insurance rates in Ohio & Georgia.

American Family Mutual Insurance Company Auto Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2014 Auto Insurance Complaint Ratio = C+ (.76)

2014 US auto insurance premium = $2,722,097,108

2013 Auto Insurance Complaint Ratio = C+ (.86)

2013 US auto insurance premium = $2,701,585,929

2012 Auto Insurance Complaint Ratio = B (.70)

2012 US auto insurance premium = $2,622,188,248

2011 Auto Insurance Complaint Ratio = B (.69)

2011 US auto insurance premium = $2,653,836,998

2010 Auto Insurance Complaint Ratio = B (.59)

2010 US auto insurance premium = $2,813,408,604

2009 Auto Insurance Complaint Ratio = B (.62)

American Family Mutual Insurance Company is the American Family subsidiary company operating in the states of AZ, CO, IA, ID, IL, IN, KS, MN, MO, ND, NE, NV, OH, OR, SD, UT, WA, & WI.

American Family Mutual Insurance Company has a good auto insurance complaint record, with a consistent lower than average number of complaints each year from 2009 to 2014. In its worst year (2013) during the six year period, its number of complaints were 86% of the industry average. The auto insurance market share for American Family Mutual Insurance Company has increased each year since 2012, after declining for several years, which may be a sign American Family Mutual Insurance Company now has more competitive auto insurance rates in at least some states.

American Standard Insurance Company of Ohio Auto Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2014 Auto Insurance Complaint Ratio = B (.34)

2014 US auto insurance premium = $31,827,676

2013 Auto Insurance Complaint Ratio = B (.34)

2013 US auto insurance premium = $32,423,339

2012 Auto Insurance Complaint Ratio = B (.62)

2012 US auto insurance premium = $28,594,573

2011 Auto Insurance Complaint Ratio = B (.74)

2011 US auto insurance premium = $22,792,392

2010 Auto Insurance Complaint Ratio = B (0) (No complaints)

2010 US auto insurance premium = $19,876,954

2009 Auto Insurance Complaint Ratio = B (0) (No complaints)

American Standard Insurance Company of Ohio is the American Family subsidiary sells auto insurance in Georgia and Ohio, with most of its customers in Ohio. Of its $28,594,573 in total auto insurance premium for 2012, the amount coming from Ohio was $18,424,630, representing about 64% of its 2012 auto insurance business.

American Standard Insurance Company of OH has a good auto insurance complaint record, with a consistent lower number of complaints each year from 2009 to 2014, compared to the industry average. In its worst year during the six year period, its number of complaints were 74% of the industry average. Market share for this subsidiary was flat from 2013 to 2104, which may be a sign American Standard Insurance Company of OH no longer has competitive auto insurance rates in Georgia & Ohio.

American Standard Insurance Company of Wisconsin Auto Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2014 Auto Insurance Complaint Ratio = C- (1.20)

2014 US auto insurance premium = $249,556,852

2013 Auto Insurance Complaint Ratio = C- (1.16)

2013 US auto insurance premium = $252,210,427

2012 Auto Insurance Complaint Ratio = C- (1.08)

2012 US auto insurance premium = $247,955,115

2011 Auto Insurance Complaint Ratio = B (.74)

2011 US auto insurance premium = $250,336,081

2010 Auto Insurance Complaint Ratio = C- (1.16)

2010 US auto insurance premium = $278,199,850

2009 Auto Insurance Complaint Ratio = C- (1.07)

American Standard Insurance Company of Wisconsin is the American Family subsidiary company sells auto insurance in the following states: AZ, CO, IA, ID, IL, IN, KS, MN, MO, ND, NE, NV, OR, SD, UT, WA, & WI.

American Standard Insurance Company of WI has a slightly below average auto insurance complaint record in five of the last six years, with its worst year (2014) during the 2009-2014 period, having a number of auto insurance complaints at 20% above the industry average. The market share for American Standard Insurance Company of WI has been flat since 2011, which may be a sign American Standard Insurance Company of WI does not have competitive auto insurance rates in at least some states.

II. Homeowners (including Condo, Renters, and Mobile Home) Insurance Complaint Record for the American Family Companies

American Family home insurance complaint record considering all subsidiaries:

Average

American Family has two subsidiary companies selling residential property (home, renters, condo, & mobile home) insurance, and here is each subsidiary’s home insurance complaint record:

American Family Insurance Company Home Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2014 Home Insurance Complaint Ratio = C+ (.76)

2014 US home insurance premium = $72,539,421

2013 Home Insurance Complaint Ratio = B (.52)

2013 US home insurance premium = $64,226,910

2012 Home Insurance Complaint Ratio = B (.55)

2012 US home insurance premium = $59,063,683

2011 Home Insurance Complaint Ratio = W (1.49)

2011 US home insurance premium = $55,150,350

2010 Home Insurance Complaint Ratio = W (1.50)

2010 US home insurance premium = $54,587,998

2009 Home Insurance Complaint Ratio = W (2.14)

American Family Insurance Company is the American Family subsidiary company operating in Georgia and Ohio, with most of its customers in Ohio. Of its $55,150,350 in total home insurance premium for 2011, the amount coming from Ohio was $49,252,323, representing about 89% of its 2011 home & renters insurance business. (American Family Mutual Insurance Company also insures some homes in Ohio, but with an extremely small number of polices in force in the Buckeye state).

American Family Insurance Company had a lower than average number of home insurance complaints each year in 2012, 2013, & 2014, at 55%, 52%, and 76% of the annual industry average respectively, but it had a much worse than average number of complaints in 2011, 2010, & 2009. This subsidiary’s home insurance market share increased each year since 2010, which may be a sign American Family Insurance Company has competitive advantages, such as low rates or better coverage options, in Ohio and/or Georgia.

American Family Mutual Insurance Company Home Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2014 Home Insurance Complaint Ratio = C (1.04)

2014 US home insurance premium = $1,688,005,063

2013 Home Insurance Complaint Ratio = C- (1.21)

2013 US home insurance premium = $1,609,365,207

2012 Home Insurance Complaint Ratio = C (.95)

2012 US home insurance premium = $1,525,617,246

2011 Home Insurance Complaint Ratio = C+ (.86)

2011 US home insurance premium = $1,476,187,705

2010 Home Insurance Complaint Ratio = C+ (.83)

2010 US home insurance premium = $1,460,254,647

2009 Home Insurance Complaint Ratio = C+ (.85)

American Family Mutual Insurance Company is the American Family subsidiary company selling home insurance in the states of AZ, CO, IA, ID, IL, IN, KS, MN, MO, ND, NE, NV, OH, OR, SD, UT, WA, & WI. American Family Mutual Insurance Company had a slightly lower than average number of home insurance complaints each year until 2013, when its number of home insurance complaints were 21% more than the industry average. American Family Mutual Insurance Company has steadily increased its home insurance market share each year since 2010, which may be a sign American Family Mutual Insurance Company has competitive advantages, such as price and/or coverage, in some or all of the states where it operates.

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