Coronavirus Update

Our Unwavering Commitment to Our Customers

Updated: May 2021

Through all the challenges and changes of the past year, 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.

At American Family Insurance, we are committed — and prepared — to serve our customers while also keeping our people and communities safe. As the “new normal” continues to change as COVID-19 vaccines become more widely available, we’re closely monitoring conditions across the country and around the world.

We’re dedicated to providing you the service you not only need but expect from American Family. We know you depend 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.  

Auto Premium Relief: April 2020 - May 2021

ROP_Icon_v2_300x200@

We are proud to have been one of the first companies to offer premium relief — and one of the one of the last to continue it into the spring of 2021.

Through our Auto Premium Relief Credit, we returned a portion of our customers’ auto premiums for qualifying personal auto policies (10% for policies in force July 1, 2020 through March 31, 2021 and 5% for policies in force April 1, 2021 through May 31, 2021). To see your cumulative Auto Premium Relief Credit savings, customers can log into My Account or the MyAmFam app , or refer to their billing statement.

In addition to the Auto Premium Relief Credit, we returned $200 million to customers in April 2020 with our Auto Premium Relief Payments.*

Overall, American Family returned more than $530 million in premium relief to our personal auto insurance customers.

Note these relief efforts will not affect customers’ future rates.

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 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:


Get it on Google PlayDownload on the App Store

 
App_images

Consider Going Paperless

Delayed mail due to postal service disruptions? No problem when you choose 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. The Auto Premium Relief Payment was a one-time $50.00 payment for each personal automobile insured with American Family. This relief payment was issued in April 2020 to customers with eligible auto policies that were in force as of March 11, 2020.*

    To learn more, please visit our Auto Premium Relief page.

  2. Please visit our Auto Premium Relief page to learn more about how American Family Insurance has been supporting customers throughout 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 be reflected on their billing statements.*

  3. If you are currently experiencing financial difficulties, American Family is here to help.

    If you have questions about late payments, fees, cancellations, non-renewals, payment options or any other concern, we encourage you to call your agent to learn about your options.

  4. If you would like to stop AutoPay, 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 AutoPay, please visit our Automated Funds Transfer (AFT) page.

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 our “new normal” continues to change. In recognition of how driving habits changed at the start of the 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 about the Auto Premium Relief Payments.

    In addition, American Family offered a 10% Auto Premium Relief Credit on qualifying personal auto policies in force between July 2020 and March 2021. We extended these savings with a 5% Auto Premium Relief Credit on qualifying personal auto policies in force between April 2021 and May 2021.*

    As more people get vaccinated and conditions improve, driving patterns are returning to pre-pandemic levels. As a result, the Auto Premium Relief Credit ended on May 31, 2021. 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. 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.
    • Two Dreams Programs adjusted their annual distribution schedule to provide funding when community programs needed it most.
    • Annual distributions from two Dreams Foundation programs were accelerated to provide needed funding for community programs earlier.
    • The American Family Insurance Dreams Foundation and American Family Insurance group companies have committed $6.8 million to our communities for COVID-19 relief.

    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.

*The 10% Auto Premium Relief Credit was based on qualifying American Family Insurance personal auto policies in force July 1, 2020 through March 31, 2021; the 5% Auto Premium Relief Credit was based on qualifying American Family Insurance personal auto policies in force between April 1, 2021 and May 31, 2021. Vehicles eligible for the Auto Premium Relief Credit included cars, vans, pick-ups, SUVs, personal trailers, antique/classic cars and farm trucks. Some exclusions apply.

The premium relief payment was only available to eligible customers with qualifying auto policies as of March 11, 2020.

For more information, please contact your American Family agent.