Candis Grinslade Agency LLC American Family Insurance - Terre Haute, Indiana

Richard D.

My Experience with American Family Homeowners Insurance – A Warning for Others

I recently had a terrible experience with American Family Insurance regarding my homeowners policy, and I want to share it so others can be aware of how they operate.

In early February 2025, American Family sent a letter notifying me that they were dropping my homeowners insurance because my roof was "too old." The problem? That letter was the only notification they sent—no email, no phone call. If the letter had been lost in the mail or accidentally thrown away, I wouldn’t have known I was losing coverage until it was too late. Unfortunately, my wife had placed it in a drawer, so I didn’t see it until February 17th, leaving me with less than two weeks to find new coverage before my policy was set to be canceled on March 1st.

I immediately started shopping for new insurance, but the quotes I received were significantly higher than my current premium. So, I tried contacting American Family to see if there was anything I could do to keep my policy. My agent wouldn’t answer or return my calls, and when I called the general number from their website, I was told I needed to provide a copy of my home seller’s policy and pictures of my roof before they could even connect me with someone from my agent’s office.

I provided everything they asked for. My home seller’s policy didn’t list a roof age, but when we bought the house, we were told the roof was three years old. Since we’ve lived here for six years, that makes the roof about nine years old—far from needing replacement. After reviewing my documents, American Family called me back and told me they still weren’t going to continue my policy, with no real explanation beyond the roof’s age.

The entire process was frustrating, and their lack of communication was unacceptable. A single letter with no follow-up is not an appropriate way to notify a homeowner that they are losing coverage. If I hadn’t happened to find that letter in time, I could have been uninsured without realizing it. The poor customer service, lack of responsiveness, and unwillingness to reconsider—even with proof of my roof’s age—made it clear that they don’t value their customers.

If you’re considering American Family for homeowners insurance, I strongly recommend looking elsewhere. They dropped my policy with minimal notice, ignored my attempts to resolve the issue, and made no effort to keep my business. I don’t want others to go through the same situation.

Brian C.

Absolute worst experience ever. Tree hits my house on multiple storms and major wind damage . Roof damage Power line damage to the home. Missing siding. Damaged siding. Destroyed bran new back door and damage to gutters on 3 sides of home. And personal property damage to items that were secured to the deck and I get slapped in the face with $ 1700 in damage. That barely covers the power and door. What a joke. I’m over this company and will be moving on . 2 different adjusters what a joke. First was great I guess they didn’t like his findings so sent a second one that just didn’t care enough to serve the customer.

Tammy S.

Candis is always so helpful and gets answers to my questions very quickly! It's been a tough year for my family in regards to health and I can't say enough how much I have appreciated her help, understanding & my forgetfulness

Diane C.

Amazing CSR from Candis Grinslade, I’ve been an AMFAM customer for over 20 years and will continue!

Heidi B.

I can’t thank Candance from American family insurance enough. By far the best service in a time of need. Fast friendly and prompt service your the best.

Jonathan S.

Candis Grinslade Great to work with handles any questions in a fast and timely manner return’s calls back fast highly recommended for all your insurance needs sincerely Chubbles

Amee F.

Candis is AWESOME!! Always so helpful and goes above and beyond to answer all my questions!

Bethany B.

We had a misunderstanding and she made it right. I like her. She is very friendly and direct.