Coronavirus Update

Coronavirus Update: We’re Here to Support You

Updated: May 22, 2020

At American Family Insurance, we are committed — and prepared — to serve our customers while also keeping our people and communities safe. We are closely monitoring the COVID-19 virus and the impact this pandemic is having across our country and world. While the health and well-being of our people and our customers is our top priority, we’re also dedicated to doing what we can to provide you the service you not only need but expect from American Family. We know you’re still depending on us to help with your insurance needs — and we are here for you.

We’ve Been Protecting Customers During Uncertain Times for 90 Years

Despite the volatile financial markets, American Family Insurance group’s financial strength and conservative investment strategy means we have the ability to weather the ups and downs. With strong policyholder equity — which ensures the company has the resources to help customers recover from severe weather and other unforeseen events — we will be here for customers when they need us. In May 2020, rating agency A.M. Best  affirmed American Family’s financial strength.

Auto Premium Relief

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Through all the challenges and changes the COVID-19 virus has brought forward, one thing hasn’t changed: Our support, belief and commitment to doing everything we can to inspire and protect your dreams and all the things you’ve worked hard to achieve.

While we know that every gesture counts, so too does every dollar. As we all work to establish our new normal together, we’re supporting our customers with even more ways to save on auto insurance.

With our Auto Premium Relief Credit, we’re returning 10% of auto premiums for both new and existing customers on personal auto policies in force between July and December 2020.* The credit will be automatically applied to eligible customers’ billing statements, or customers can log into My Account or the MyAmFam app to see their credit amount.

The Auto Premium Relief Credit is in addition to the $200 million we returned to customers in April 2020 via our Auto Premium Relief Payments.* Overall, American Family plans to return a total of $425 million in premium relief for personal auto insurance customers.

These relief efforts will not affect customers’ future rates.

This is simply our way of helping to do some good in the world — and showing our customers that supporting your dreams means the world to us.

Learn more about the Auto Premium Relief Credit.

What’s the Quickest Way to Reach Us?

For billing, payments and other account questions

Please login to your account using My Account or the MyAmFam app. You can also call our customer care center at 1-800-MYAMFAM (1-800-692-6326) or contact your local agent.

For questions about payment assistance

During this time, we recognize that customers may find themselves facing financial difficulties. American Family is here to help. If you’ve been financially impacted by the COVID-19 outbreak, and have questions about late payments, fees, cancellations, non-renewals or any other concern, we encourage you to reach out to discuss your options by calling 1-800-MYAMFAM (1-800-692-6326).

You can also get assistance on our website or contact your local agency owner.

For question about reporting a claim

Reporting a home or auto insurance claim online is the fastest way for our claims representatives to help restore your dreams. Consider filing your claim through the MyAmFam app or My Account.  For questions about claims, please contact our care center staff at 1-800-MYAMFAM (1-800-692-6326).

How to Manage Your Policy

One of the quickest options to manage your policy is to access your account online 24/7 using My Account or the MyAmFam app. Using our digital services means you can quickly and easily:

  • Manage payments
  • Make a claim or check in on the status of a claim
  • Update your billing information
  • Get roadside assistance
  • Access proof of insurance

Don’t have the app? You can download it here for free:


Google PlayApp Store

 
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Consider Going Paperless

In the event the postal service experiences disruption, you have the option to Go Paperless with American Family.

Going paperless means you’ll receive policy documents and billing statements electronically instead of through the mail. You’ll also be able to access your insurance policies, manage your bills, get instant proof of insurance and review any claims you’ve made from your My Account. Your entire American Family Insurance experience can be at your fingertips 24/7. And of course, you'll save some money on your bill thanks to our paperless discount.


Frequently Asked Questions (FAQs)


Payment & Billing Questions

  1. American Family is here to help during these challenging times. If you are experiencing financial hardship related to the pandemic, please call us at 1-800-MYAMFAM (1-800-692-6326) to explore options for payment assistance.
  2. We are doing our best to work with each customer to find an assistance option that works for your specific situation. If you’re unable to make a payment, please call us at 1-800-MYAMFAM (1-800-692-6326) to discuss your options.
  3. We want to help ensure you have the coverage you need during these challenging times. If the renewal date for your policy is coming up soon, or recently passed, and you are unable to make a payment, please call us at 1-800-MYAMFAM (1-800-692-6326) to explore options for assistance.
  4. If you would like to stop Auto Pay, contact your American Family Insurance agent or call our Care Center at 1-800-MYAMFAM (1-800-692-6326) 10 days in advance of the next scheduled deduction.

    For more information about Auto Pay, please visit our Automated Funds Transfer (AFT) page.

  5. If you will be unable to make your payment on time, please call us at 1-800-MYAMFAM (1-800-692-6326). There may be options available for payment assistance that can help you avoid late fees.

  6. Please visit our Auto Premium Relief page  to learn more about how American Family Insurance is helping our customers during these unprecedented times.

  7. Please visit our Auto Premium Relief page to learn more about how American Family Insurance is supporting customers as we all adapt to the challenges and changes brought on by the COVID-19 pandemic.

    Customers can log into My Account or the MyAmFam app to see if they are eligible for the credit and the amount that will be credited to their qualifying premiums; this amount will also reflected on their billing statements.*

Insurance Coverage Questions

  1. American Family’s commitment to inspiring and protecting your dreams has not changed. We are doing everything we can to protect what you’ve worked so hard for. We do not plan on changing coverage due to the pandemic, except as required to comply with changes to state or federal laws and regulations.

    If you have questions about your coverage, please refer directly to your policy, which you can easily access in My Account, or contact your local agency owner.

  2. Thank you for playing your part in helping to reduce community spread of COVID-19. American Family is here to support you as we all work to establish our new normal together.

    In recognition of changed driving habits caused by this pandemic, American Family Insurance provided a one-time, $50.00 payment for each vehicle insured under a personal auto insurance policy with us as of March 11, 2020. Learn more the Auto Premium Relief Payments.

    In addition, American Family is offering a 10% Auto Premium Relief Credit on personal auto policies in force between July 2020 and December 2020.* Both current and new customers can qualify for this credit. Learn more about the Auto Premium Relief Credit.

  3. Travel insurance coverage varies based on the company underwriting your travel insurance policy and the specific travel insurance plan you purchased. Please refer directly to your policy for the coverages, limitations and exclusions.

    If you purchased your travel insurance policy through an American Family agent and have additional questions, please contact your local agency owner for help getting in contact with the company underwriting your policy.

  4. A COVID-19 cause of death has no impact on a claim payment as long as all application questions are truthfully answered, a policy is active, and all other policy provisions are met.

    American Family Life Insurance Company is bound by the incontestability provision and all other provisions of your life insurance contract. If you or a loved one have been affected by COVID-19 and are concerned about life insurance coverage, please contact us at 1-800-MYAMFAM (1-800-692-6326) or reach out to your local agency owner.

  5. Business insurance coverage varies based on the specific business insurance plan you purchased.

    If your business has been affected due to the pandemic, we encourage you to call us at 1-800-MYAMFAM (1-800-692-6326) to discuss your coverage, options for payment assistance or other questions you may have.

  6. You can file a claim from anywhere — and at any time of day or night — using My Account or the MyAmFam app. You can also use My Account or MyAmFam to check on the status of an existing claim, manage payments and access proof of insurance.

    For questions about claims, please contact our care center staff at 1-800-MYAMFAM (1-800-692-6326). Please note that, due to the COVID-19 pandemic, our care center staff has limited availability and wait times may be longer than normal.

Customer and Community Support Questions

  1. You — our customers — are what matter most to us. From payment assistance options to Auto Premium Relief Credit,* our efforts will continue to center supporting you during this hardship. For a closer look at what American Family is doing to support its customers during the pandemic, head to American Family’s COVID-19 support page.

  2. At American Family, we’ve always been dedicated to empowering local community leaders and creating positive impact in our communities. Now more than ever, we believe it’s our responsibility to put our best foot forward to help lessen the hardships resulting from the virus and to help bridge emerging gaps.

    Here are a few ways we’re offering our support to communities like yours:

    • The American Family Insurance Dreams Foundation has partnered with our operating companies to offer employees across the enterprise a 2-for-1 matching gift program to maximize our collective response to COVID-19.
    • Annual distributions from two Dreams Foundation programs will be accelerated to provide needed funding for community programs earlier.
    • The American Family Insurance Dreams Foundation and American Family Insurance group companies are donating a total of $275,000 to COVID-19 relief funds where offices are located.

    Keep reading to learn more about how American Family Insurance is pledging their support to COVID-19 relief.

  3. American Family is committed — and prepared — to serve our customers while also keeping our people and communities safe. We’ve taken a number of steps to enable us to meet our customers’ needs while making everyone’s health and safety a top priority.

    Learn more about how American Family is supporting employees during the pandemic.

  4. American Family will continue to offer transparency and support during this time. If you’d like to view announcements and updates related to our efforts during the COVID-19 pandemic, head to the American Family Newsroom.

Still Have Questions?

We understand that the effects of this pandemic are far-reaching and evolving, which is why we continue to closely monitor the situation, make decisions and adapt as needed.

If you still have questions or would like to stay in the know on American Family’s efforts during this time, use the resources below to get the latest news and updates.

American Family Newsroom

Get the most up-to-date details on how American Family is providing support during the COVID-19 pandemic.

Learn More >

Social Impact & Payment Assistance

Learn how American Family is supporting communities like yours across the nation, and how we’re offering payment assistance for our valued customers.

Learn More>

 

Auto Premium Relief Credit for Auto Policy Carriers

Find out more about our Auto Premium Relief Credit, a credit that helps lowers customers’ auto premium payments for policies in force between July and December 2020.*

Learn More>



* The Auto Premium Relief Credit is based on personal auto policies in force July 1, 2020 through December 31, 2020 and is subject to regulatory approval in each state. Vehicles eligible for the Auto Premium Relief Credit include cars, vans, pick-ups, SUVs, personal trailers, antique/classic cars and farm trucks. Some exclusions apply.

The Auto Premium Relief Payment is based on personal auto policies in force as of March 11, 2020 and payments were mailed to customers in April 2020. Vehicles eligible for premium relief include any family car schedule vehicles, as well as medium/heavy trucks. Some exclusions apply.

For additional information on your state, please contact your American Family agent.