Understanding American National Insurance Reviews on BBB – What to Know

Filter byComplaint StatusAll complaint statusesComplaint AnsweredComplaint ResolvedComplaint UnresolvedComplaint TypeAll complaint typesService or Repair Issues (1Customer Service Issues (5)Billing Issues (3)

• Initial Complaint: Service or Repair IssuesDate: June 3, 2024Type of Complaint: ResolvedThe complainant confirmed that the problem was fixed to their satisfaction. In *********, we get storms a lot, and it’s very frustrating to have to go through a storm and deal with the insurance company. First, what company wants receipts for groceries you’ve already paid for? Then you send the receipts to ***********************. Who is the rep I’ve been working with? Call him to make sure he got them. The claim will be processed. After that, you don’t hear from them again. It is the same with supervisors within the company. I wonder how long it takes to process a claim. Business response06/04/2024: We got your letter from June 3, 2024, with Ms.’s complaint attached. These things are very important to us, and we’ve started to look over this complaint. You already know that we can’t give you a full answer because of different laws and rules about giving out customer information. Because of this, we plan to send our response directly to the person who filed the complaint within ten business days. If you want more information about how this problem was solved, you should ask Ms. ***** once she receives our response. Thank you for bringing this to our attention. Customer response: The Better Business Bureau said, “I have looked over the business’s response to complaint ID ********.” No, I don’t think it’s good enough, but this is the most they’ve replied. Not being able to talk to anyone is really annoying, so I hope my claim gets paid. For now, I’ll just take this, but if I have any more problems, I’ll get in touch. Sincerely, Shamarial Brass.
• Initial Complaint12/22/2023Type of Complaint: Service or Repair IssuesStatus: AnsweredThe company fixed the problems raised in the complaint, but the customer either a) didn’t agree with the answer or b) didn’t let BBB know that they were satisfied. That happened when I saw a roll in my bathtub in July or August 2022. I then called around to see what could be done about it. I finally called this insurance company about a water leak that caused mold to grow inside my home. The mold gave me Toxins. They came out, and the attachment shows how much they paid me to help cover some of the damage. It wasn’t much, since I had to pay for it out of my monthly payout. Then I tried to work with them to see if they could still come out because of molds, but they don’t cover that. Then one day last month, I got a call from ***** in Las Vegas saying they were holding my contract until February 2024 and I needed to find someone else because it’s hard to find someone as cheap as they are. I’ve only filed a claim with them ONE time since I’ve been with them, in either 2017 or 2019, since they changed their name from their initials in 2014. When the water leak in July–August 2022 caused mold to grow in my home, I asked them several times why they weren’t helping with the same problem that led to legal action. Even though I had only filed one claim, they wouldn’t listen. I believed you would have to file more than once to let clients know you no longer want to hold them. This isn’t fair unless they’re getting rid of this merchant for good. They treat customers badly, even if it’s just a one-time claim. Maybe they’re going out of business, which is why they’re calling other customers to let us go. Response from the business: December 26, 2023: Please see the attachment for American Nationals’ acknowledgement of this complaint. Service Center for the American National Property and Casualty Company December 26, 2023Via BBB PortalBetter Business Bureau *** * ******** *** **** ****** ** *****Re: Your File Number ******** Dear Better Business Bureau, We received your letter from December 23, 2023, with the complaint of ******** ****** attached. These things are very important to us, and we have already started looking into this complaint. You already know that we can’t give you a full answer because of different laws and rules about giving out customer information. Because of this, we plan to send our response directly to the person who filed the complaint within ten business days. If you want more information about how this problem was solved, you should ask Ms. ******. Thank you for bringing this to our attention. This is Ackerknecht Associate Compliance Analyst responding to a customer’s complaint on December 26, 2023. I’m not accepting this response because I need to see written proof from the merchant explaining why I will be dropped off as a long-time customer and then kicked out because of one claim I had to make that was called in because of mold and toxins in my home and body. Sincerely, ****** ******.
• Initial Complaint12/10/2023Type of Complaint: Service or Repair IssuesStatus: AnsweredThe company fixed the problems raised in the complaint, but the customer either a) didn’t agree with the answer or b) didn’t let BBB know that they were satisfied. But I let my niece stay here while I was in the hospital, even though she wasn’t supposed to be here. While I was gone, she and her thieving boyfriend stole everything from me. And that that was after they evacuated the facility. They got everything from me while I was still in the hospital getting ready to go home. They came back with the door open. I came home and realized that everything was missing. I called the police right away and got a case number for her arrest. She is now in jail, but I can’t get my stuff back. Officer told me there were only two ways to do that, but when I asked if there was a third, he said it was possible. And its going to be the easiest way. That third way was going through American national renters insurance. I filed with them a long time ago, like weeks and weeks ago. And every time I try to get in touch with someone, they don’t want to talk to me or help me. I finally got in touch with Heather, an American citizen, after weeks of trying to get in touch with her. She only tried to call me a few times, but I wasn’t available because I was talking to the detective at the time. She said she’d call back, but she never did. Poor workmanship. Then I called her boss Christy, but she never called or talked to me, and I’ve made a lot of complaints to her. People who need something when something happens are the only ones who should give this place money. They are only taking money from people and not giving them any services. And Im really really angry about them screwing me over. After hearing everything I had to say and being told what was stolen, I haven’t heard from them yet. And no one wants to answer the phone when I call them. I leave messages on their voicemail and emails, but they don’t answer. This is the worst company ever. I would not suggest ever getting them for anyone. Problem is is that I have to have renters insurance. Okay, I’m going to go with my insurance company. I don’t think it will be that hard. Business response12/15/2023: We got your letter from December 10, 2023, with James Decesare’s complaint attached. These things are very important to us, and we have already started looking into this complaint. You already know that we can’t give you a full answer because of different laws and rules about giving out customer information. Because of this, we plan to send our response directly to the person who filed the complaint within ten business days. If you want to know more about how this problem was solved, you should ask Mr. Decesare. Thank you for bringing this to our attention. Sincerely,Brittany Hopp Associate Compliance Analyst.
• Initial Complaint12/06/2023Type of Complaint: Service or Repair IssuesStatus: AnsweredThe company fixed the problems raised in the complaint, but the customer either a) didn’t agree with the answer or b) didn’t let BBB know that they were satisfied. September 28, 2023: Coverage for property theft claim that hasn’t been resolved after 4 monthsBusiness response: December 15, 2023 Please see attachment for acknowledgement from company for this complaint through the BBB portal on December 15, 2023. Better Business Bureau 211 N Broadway, Suite 2060 St. Louis, MO 63102 Re: Your File Number ******** Dear Better Business Bureau, We got your letter from December 6, 2023, with the complaint of ************ attached. These things are very important to us, and we have already started looking into this complaint. You already know that we can’t give you a full answer because of different laws and rules about giving out customer information. Because of this, we plan to send our response directly to the person who filed the complaint within ten business days. If you want more information about how this problem was solved, you should ask Ms. ********. Thank you for bringing this to our attention. Sincerely, ******** **** ******** **** Associate Compliance Analyst .
• Initial Complaint09/21/2023Type of Complaint: Service or Repair IssuesStatus: AnsweredThe company fixed the problems raised in the complaint, but the customer either a) didn’t agree with the answer or b) didn’t let BBB know that they were satisfied. There was no fault on my part for the accident that damaged my car. The insured driver for this company hit me and was found to be at fault. At that time, the repairs were finished, but we’ve had problems with the car and frame damage that this accident caused ever since. The shop that fixed it the first time doesn’t do frame work. The accident happened with a car that was only a year old. Neither my husband nor I can get anywhere with anyone at this company. Several voicemails have been left with the adjusters, managers, and anyone else we can reach. They always put the blame on someone else, and when we leave a message, we don’t get called back. Emails are rarely answered, and when they are, it’s with an “out of office” message or a number to call someone else who won’t answer and never calls back. It’s infuriating. Response from the business on September 22, 2023, through the Better Business Bureau’s website (BBB Portal): St. St. Louis, MO 63102 Re: Your File Number 20638367 Dear Better Business Bureau, We received your letter from September 21, 2023, with the complaint of ************* on it. These things are very important to us, and we have already started looking into this complaint. You already know that we can’t give you a full answer because of different laws and rules about giving out customer information. Because of this, we plan to send our response directly to the person who filed the complaint within ten business days. If you want more information about how this problem was solved, you should ask Ms. ******. Thank you for bringing this to our attention. Sincerely, ******** **** Associate Compliance Analyst.
• Initial Complaint: Service or Repair IssuesDate: June 8, 2023Status: ResolvedThe complainant confirmed that the problem was fixed to their satisfaction. December 21, 2022: While I was at work, my pipes froze, broke, and flooded my house. My kitchen is a mess; the cabinets, countertops, and cupboards have come loose from the walls. The bathroom vanity is so badly warped that I can’t use the left sink because the faucet is bent and leaks into the cabinet. None of the kitchen appliances work. The wall in the laundry room is cracked from floor to ceiling. The floors in the bathroom and laundry room are destroyed. I can’t use half of my bathroom because the laundry room is broken, the living room carpet is stained, and the kitchen ceramic tile floor is cracking. There has been no repair work done on my house for almost six months because they say they didn’t do any damage. The contractor can’t start fixing it because the supervisor of the insurance claim desk says the damage to the tile floor is “probably because they didn’t mix the mortar correctly when they installed this floor.” There was NO crack in this floor in 20 years until these pipes burst. There have been five estimates, and I’ve asked twice for a field adjuster to come out, but they have refused to do so. The first field adjuster quit because of this behavior by the company. They say the burden of proof is on me. The person who did the first estimate has since quit, so I just had a general contractor come out and give me his own estimate. The first one didn’t include the laundry room. The tile floor was checked, and the mortar was found to be fine. The damage was found in the subfloor. Every time I need to file a claim, this insurance company treats me badly. For all these years, I’ve paid my premiums on time, or even two to six months early, and they always refuse to cover me for no reason. More and more damage is being done to my house by them as time goes on. That includes my ceramic tile floor. I want them to pay for EVERYTHING that was damaged in this accident. I have sent them 126 pictures of the damage. Could you please help me?
  Customer response: July 6, 2023: They sent me a check and took care of my complaint. Thanks.
• Initial Complaint: Customer Service IssuesDate: May 27, 2023Type of Complaint: AnsweredThe company fixed the problems raised in the complaint, but the customer either didn’t accept the solution OR didn’t let BBB know that they were satisfied. I’ve had home, life, and car insurance with this company for over 15 years. I’ve only had to file claims for two tow bills, and neither was easy. I got home from work at 7:00 PM on November 13th and found that my car had a flat tire. I called Roadside Assistance for a tow because my insurance covers it. The first person I spoke to was nice and told me that help is on the way. I waited a long time and then called again. This time, there was no live person but an automated system that said a tow truck would be there in 15 minutes. It got so cold in the parking lot that I decided to call an outside tow service to come get my car. I kept waiting until it was almost midnight. When I got home that night around 1:00AM, I was so tired that I didn’t even eat dinner. I paid $180. 00 for the tow. I called the agent, filled out the claim form, and got full reimbursement for the tow amount. There was smoke coming from under the hood of my car when I got to work this morning, January 17, 2023. I first thought about calling my insurance company’s Roadside Assistance, but I had a bad experience with them before, so I chose to call a different tow company instead. They are much easier to deal with, and it’s time for me to get to work. I work at a hospital as a front desk clerk and am always busy helping patients. I don’t have time to answer my cell phone for “Roadside Assistance.” I paid $130. 00 for the tow. I called the agent and filled claim for reimbursement. This time they only reimbursed me $75. 00 because I forgot to call “Roadside Assistance” I wrote letters or called and told them why I didn’t call Roadside Assistance because of a bad experience in the past, but they still wouldn’t refund the full amount. I strongly disagreed, and feel very unfair. I hope that BBB can help me get my money back in full. *******************************************************************Business response05/30/2023Dear Better Business Bureau, We got your letter from May 28, 2023, with the complaint of **** listed inside. These things are very important to us, and we have already started looking into this complaint. You already know that we can’t give you a full answer because of different laws and rules about giving out customer information. Therefore, we expect to provide our response directly to Ms. *** in the next ten business days. If you want more information about how this problem was solved, you should ask Ms. ***. Thank you for bringing this to our attention. Customer response: June 7, 2023: “At this point, I’m waiting for the response from Ms. **** at the company that said she would respond directly to me. After that, I’ll know what to do next.” Thank you for your support,**** ***.
• Initial Complaint12/28/2022Type of Complaint: Billing IssuesStatus: AnsweredThe company fixed the problems raised in the complaint, but the customer either a) didn’t accept the answer or b) didn’t let BBB know that they were satisfied. I got a notice from the insurance company that their cancellation date is November 14. I switched insurance companies before November 14 and set up my new plan to start on that date. On December 23, American National Insurance took $695 out of my account without permission. 37. When I tried to dispute with American National, they told me I would not get my full refund. I haven’t sent payment to American National for more than two months before December, but in December, the company decided to take $695 from my account. 37Business response12/29/2022We got your letter from December 28, 2022, with the complaint of ********* attached. These things are very important to us, and we have already started looking into this complaint. You already know that we can’t give you a full answer because of different laws and rules about giving out customer information. Because of this, we plan to send our answer directly to ******** within the next ten business days. If you want to know more about how this case was resolved, you should ask the person who filed the complaint directly after they receive our response. Thank you for bringing this matter to our attention.
• Initial Complaint12/08/2022Type of Complaint:Customer Service IssuesStatus:AnsweredThe company fixed the problems raised in the complaint, but the customer either didn’t accept the fix or didn’t let BBB know that they were satisfied. Anic took 129 dollars from my bank account without permission. 40, AND I’VE BEEN GOING BACK AND FORTH ON MY REFUND SINCE 11/16/2022 I called the local office and asked for a refund. I also called the home office, but no one answered. I called customer complaints and no one answered when I asked to be called back. I’ve worked for this company for more than 20 years and have never had an experience like this one. I only want back the money that was stolen. Business response12/15/2022December 14, 2022Better Business Bureau Serving Eastern We can’t give out personal information about our customers because of state and federal privacy laws and rules about the privacy of customer information. We have asked the customer to let us have it. While we wait for that release to come back, we will start looking into this complaint and gathering evidence. We will give you the information authorized by the contract owner that we think you need to close this complaint as soon as we get the release. We will also let you know if the customer decides not to give out their personal information for any reason. The customer will usually choose to share information, but there is a chance that they will change their mind later and choose to keep their information secret. We don’t think this will happen very often, but if we don’t get a release by December 22, 2022, we will give the customer a full response and let your offices know about these steps. Between now and then, please let us know if you have any questions. Sincerely,******* *******AIRC Compliance Analyst II.
• Initial Complaint12/02/2022Type of Complaint: Service or Repair IssuesStatus: AnsweredThe company fixed the problems raised in the complaint, but the customer either a) didn’t agree with the answer or b) didn’t let BBB know that they were satisfied. I purchased insurance from ANPAC years ago. My policy consisted of insurance on a structure and contents. The structure burned last week. I filed a claim. I forgot about a stove in the house when I filed the claim. I have advised my adjuster of this. He is refusing to pay. My policy includes contents which is a stove. Business response12/05/2022Please see attached for Company acknowledgement of complaint. We got your letter from December 3, 2022, with the complaint of *********** attached. These things are very important to us, and we have already started looking into this complaint. You already know that we can’t give you a full answer because of different laws and rules about giving out customer information. Therefore, we expect to provide our response directly to Ms. ******* in the next ten business days. If you want more information about how this problem was solved, you should ask Ms. *******. Thank you for bringing this to our attention.

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