I have been a customer with American Family for auto and home owners insurance for the past 6 years and have never had an accident or had to use their services until last week. 8 days ago we had a snow storm and I was driving to work. A driver heading towards me in the opposite lane was driving recklessly and fish-tailing all over the road and came into my lane and ran me off the road onto a curb. The driver regained control of his vehicle and took off leaving me on the curb with 2 flat tires. I called American Family to report the incident and they sent a tow truck out and towed my vehicle to a auto body shop. 8 days later I still have not gotten my vehicle back and they still have not done any repairs on my vehicle.
At first they called and said it appeared that there was no other damage other then 2 flat tires and it needed an alignment. But then they ran into a hick-up because my vehicle has 20" tires and custom rims and I was not sold a "waiver" to cover those - nor was I ever told I needed a waiver. The underwriter said they would only pay for "factory tires" which for 2 tires and an alignment was going to be $343 so I said okay then put 2 tires on and I will pay for it. Then another hick-up - they tried to buy (2) tires and the tire dealer informed them that they are not allowed by their best practices to replace 2 tires on an all wheel drive vehilcle - that all 4 tires have to be replaced per tire requirements.
So American Family calls me and says well we don't believe that and we are only willing to cover the replacement cost of 2 tires not 4 plus your deductible is $500 so really we aren't going to cover anything. So now they are holding my car hostage waiting for me to agree to pay $900 for 4 new tires. I have paid this company $1500 a year for the past 6 years never having a claim and now when I need them they will not cover me. What a nightmare experience - do not use this insurance company - they are a complete rip-off.
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