In the Words of Our Customers ...
Our policyholders choose us for many reasons, including the trusted advice we offer, the personal service we provide and the commitment we show to our local communities.
Following are recent examples you've shared of how we're meeting your needs.
If you're so inclined, please share your own exceptional customer service experience.
Accident out of state still received excellent service
Just wanted to let you know that following a rear end collision out-of-state, I have received excellent care from all concerned. I am very pleased with the service that I have received from everybody in regard to my accident. Thank you for your excellent service. Nobody wants to be in an accident, but American Family made mine as easy as it could be. Thank you.
Stephanie from Wisconsin
New agent, "same wonderful representation"
American Family has been my insurance provider for most of my adult life. Over the years I was with one agent until he retired and was a little worried thinking, "I had just gotten lucky" with such a wonderful agent (Don Walters). However, since his retirement I have been fortunate enough to have the same wonderful respresentation with Jason Kahl. I travel with my job and spend 80% out of the area so having someone available to answer needed quesitons and guide me with options on insurance needs to protect myself, family and out belongings has been a great benefit to me. I love American Family and the values each agent has shown me. Thank you,
Michelle from Indiana
Grateful for agent's service
My mother's American Family Agent, Jim Voss and his wife Chris have rendered wonderful service to my mom as her situation changes with age. They have gone above and beyond their responsibilities multiple times to ensure we are able to maintain coverage . . . often during difficult times for my family. I'll be eternally grateful for the service they have provided our family.
Greg from Illinois
Agent comes to scene of accident
I believe I have the best insurance agent ever.His name is J. Scott Smith. I had an accident on Feb. 12th. I was also flying to California about 4 hours later. He came to the accident site and stayed with me until I could take my car home. He helped me fill out the police report and had me sit in his vehicle, as it was raining. He had everything ready for me to take my car to the repair shop when I got back from my trip. I am so thankful that I have him as my agent.
Sharon from Kansas
"Many many thanks"
My thanks go out to Kristi Hartman at Tom Schaefer's office in Sauk Rapids Minnesota! I am moving to a new place and needed to update my insurance policy. Kristi made this so easy for me. Even though I could find a new agent in my new town, there is no question that I will continue to stay with my current agent. I couldn't be more pleased with the results I experience with them and know I can count on them for my future insurance needs. Many many thanks Kristi!
Natascha from Minnesota
Appreciative of agent's service
I just wanted to convey my pleasure with our agent, Jon Thacker, and his employees. We have always been treated well, had every issue addressed within the day, though usually within the same hour, and they always address future concerns, like renewals, well before expiration dates. I have occasionally compared our rates to other companies online, and we still receive the best rates. Please don't change.
Rebecca from Oregon
Emergency Roadside Service shines
Most people only do contacts with complaints. I had to send this compliment in. My husbands truck broke down in Central WI. It is a very heavy traffic area between two cities. After the intial shock of having issues and knowing we can not make it home with his truck the way it was, and knowing we have our little grandson with us, and we had just bought a new recliner chair and that was in the back of the truck. So it was like.. oh no.. not now.. when these things happen..there is never a good time. BUT.. I called A. F. roadside service..and the very first question she had for us.. was are you in a safe place, do you feel safe? They were worried about our safety FIRST. Right then and there..I found another reason to love being in the care of A. F.. We have always stayed with A. F. because of our agent and his office (Gene Plamann). They are the nicest group of people you ever want to deal with. You are not a number to them, you are you to them. They also showed the same care and concern for us as the main office did. They called to make sure we all were okay, and everything went as planned. The main office also called back to make sure we were taken care of, and gave me a direct phone number to call back in case we had any issues at all. I will say this, keep us the excellent work all involved. I am proud to say we belong to the A. F. family.
Faye from Wisconsin
"I absolutely love my insurance agent!"
It is not too often when someone likes dealing with insurance people; but I want to say that I absolutely love my insurance agent! They are the easiest people to work with, and they go above and beyond their job. I have emailed Debbi Chandler (agent assistant) at my office with numerous questions and she is so helpful and friendly I cannot sing her praises enough!
Leeanna from Arizona
"Thank you so much for treating us like FAMILY."
Our daughter was the victim of vehicle vandalism while visiting Texas recently. She contacted American Family immediately with the claim, [claims adjuster] Robert Dunn contacted us in Missouri. We live in Missouri and had to travel 10 hours to retrieve the damaged vehicle - it was not driveable. To expedite our trip out of Dallas, Mr. Dunn contacted a tire repair shop within 2 miles of the Dallas car impound lot for us to get 4 tires replaced. The tires were ready and waiting for us when we arrived. He also arranged for a glass repair company to come there for windshield replacement; saving us a trip to another business. We checked in with Al's Auto & Tire in Dallas at 11 a.m. and were on our way out of town by 2 p.m. We have been loyal customers of American Family for over 10 years now and will continue to do so. We receive Excellent Customer Service in our local office and "On the Road". The safety of our daughter was our main concern at the time and Mr. Dunn's arrangement for the automobile repairs made that task the least of our worries. Thank you so much for treating us like FAMILY.
Sandra from Missouri
"Always received EXCELLENT service"
I am writing this in regards to Paul Rathkamp and his assistant Gloria. I can not say enough how professional, friendly and helpful they are. I have been a customer for quite a while with American Family and have always received EXCELLENT service from them both. I truly appreciate your help. Thank you Paul and Gloria
Diana from Wisconsin
Customers' experience after Joplin tornado
We wanted to express our sincere gratitude for the services of Mr. Mark Vicidomini. He was our property claims adjuster after the tornado in Joplin, MO. He was extremely helpful in every aspect of the process. He responded quickly to every question we had and was always kind and considerate. We so appreciated his professionalism, but also how he made us feel that he shared this tragedy with us. Thank you. Sincerely,
Dan and Lorie from Missouri
Customer's first claims experience
I recently had my first car accident as a 34 year-old man, not knowing really what to do or how it all works - I was amazed by how easy the process was made by American Family Insurance. Starting with Sean M. Stewart, who amazes me each time I speak with the office or receive a hand-signed letter during each holiday, but that I came to expect. After the accident it was Steve Stowell who made everything come together! Steve on the phone was like speaking with an old friend, he did everything he could in very timely manner and my car was fixed in no time! As much as I enjoyed the experience, I hope that I do not have to do it again. Thank you so much,
Corey from Nevada
"You are the BEST!"
I would like to take this opportunity to praise the service I received on my recent auto claim. When I called to report my accident I was so lucky to have Lynn Kuhlman answer the phone and help me from start to finish with what I would call the best customer service I have ever had. She was so kind and helpful with my situation. A nicer person you couldn't find. She could teach a class on how to talk with people. Secondly, I would like to praise the estimator, Andrea Rodgers, on the job she did. Andrea, was so nice and gave me the impression that she would bend over backwards to accommodate me in my time of need. She came to my job to inspect my car and stood out in the rain looking over everything to make sure the job would be done right. Thank you AmFam for employing these 2 outstanding women and making me feel valued as a customer. You are the BEST!
Margaret from Missouri
Agent educates teacher and students about insurance
Wanted to drop a huge thank you to Mr. Tony Froehlich, an American Family agent located in Rolla, Missouri. I'd highly recommend Tony, because he was instrumental in helping me and my students to gain a much (and I emphasize the much) greater understanding of how insurance works, and how American Family is committed to helping people, rather than earning profits for themselves. Not to mention his expertise and knowledge of how the insurance industry operates gave me and, I think, my students a lot of credibility to insurance. It takes a person with excellence, integrity, and a commitment to service before self to sell insurance well, I'm convinced, and Tony Froehlich and American Family have gotten it right. Big thanks,
Justin from Missouri
Commercial brings back memories of exceptional agent
This goes back a lot of years, early 70's. Watched a commercial for someone else talking about adjusters and got to thinking back. Why I don't have American Family now is beyond me. Life and circumstances I guess. Never thought about it till now. We had a kitchen fire and it seemed like the world stopped. Called my current agent and found little help. Called the company and within 30 minutes I was contacted by Tom Ewald in Indianapolis who answered my prayers. My wife and two little boys were set for the night and Tom was the only person I talked to after that point. Everything (everything) was taken care of. My family was safe and cared for, my home was repaired and ready to move back in, and I found a new friend. Although I have had several ups and downs in life I have never forgotten who took care of me when I was in trouble. Tom Ewald and American Family. Tom was my agent for 17 years until I moved away and changed a lot in my life. Maybe I should look back at my coverage. I wonder if there is a Tom Ewald in my neck of the woods. Think I will look and see. If so I'm going back to someone who will shake your hand, pat your back, and say we are going to get through this. Don't worry, that's my job. If Tom is still active, tell him I say hello and thank him. I think I did but maybe not enough.
Charles from Georgia
Agent Assistant goes the extra mile after accident
I was involved in an accident and called my agent to let them know. Michele Draper (agent assistant) took my call and could hear that I was upset. She offered to come to the accident and support me while I handled the details with police. She then put me in her car to calm down and think about how bad the accident could have really been. Michele then offered to run me somewhere for lunch, which I declined, but she then offered to follow me back to work. Just in case something should happen while I was driving. She made sure I got back to work safely and then followed up with an email later in the afternoon. She was also very informative as to what the next steps were going to be in the accident process. I am very lucky to have Michele working in my agent's office (Katie Turner) and will definitely be contacting her in the future.
Erin from Iowa
Agent's service shines
I have been a customer of American Family and I have had pleasing experiences. I have been helped and guided through what my best coverage and opportunities are. My agent, Joe Kruse who is in Salisbury, Mo, is knowledgeable and extremely helpful. He cares about his job and excels at it. I recommend American Family and his services to everyone who mentions automobile or life insurance and all that American Family offers. He is always available and he does his best to help create the best experience for you. Overall, Joe Kruse gives American Family Insurance a great name and is one of the best agents I've heard of. It is the only and the best insurance I've had. I'm beyond happy with the service and the experiences I've had.
Ashley from Missouri
Storm shows claims process at its best
This past summer we had a storm that tore off roofs, gutters, leveled trees and cracked windows. The whole area was hit very hard -your company had a tremendous task to initiate claim investigation on hundreds of claims in the area - what impressed me most was the professsionalism of the site claim adjuster and internal claim adjuster working in concert to get the problem solved. The young lady was "Rosemary" - As a former president of a property/casualty insurance company I understand the intricacies and challenges associate with a "Cat" claim. One of the initiatives exercised by Rosemary was working directly with the contractor each step of the way - the contractor was able to better define the details associated with the loss and get approval from AmFam in an expeditious manner. I was in the industry for approx. 40 years---- I never experienced a more streamlined process than was exhibited by the AmFam claims staff. I used to preach to my staff that we were only as good as our ability to provide superior claim service-----your organization "gets it" - I hope this email can reach your senior management staff-------senior staff meetings often concentrate on the problems with field offices, corporate underwriting guidelines, HR issues and sales/production initiatives. It may be invigorating to begin the New Year with a review of the fine accomplishments of your organization. This type of service is the reason that policyholders will renew each year and not be tempted to switch carriers for a small percentage savings. Policyholders pay for claim service -----------when it is provided in a professional manner they feel their premium dollar is a sound investment.
John from Illinois
"One of the best decisions"
Friday, December 16th my wife was involved in an accident. On Saturday I contacted American Family and filed a claim on her behalf with the assistance of Paige Xiong. Paige was truly exceptional and professional. Accidents are always stressful but her calm professional approach made the situation a little bit better. Paige was just so thoroughly prepared and that preparation provided a clear picture of the steps we and American Family would need to take over the next several days. My agent Ed Thomas as per usual provided exceptional service. One of the best decisions I have made regarding insurance is allowing American Family to provide all my insurance needs, Sincerely,
William from Wisconsin
Agent makes the difference
I was a previous customer with American Family for years and foolishly was convinced to switch insurance companies by a family member a few years ago. I left American Family and switched to an Insurance broker who I quickly became very unhappy with once I had to make some changes to my insurance policy. I needed to get a commercial vehicle policy and the other company really didn't seem interested in my business and wouldn't return calls. I called Nick Diorio at the American Family location in Plainfield, IL. He remembered me from a few years back and I explained the urgency of the situation. He fit me into his schedule that same afternoon and we sat down in his office and I explained my needs and he gave me all the options American Family had to offer. Instead of just getting a commercial policy from him, I switched all of my policies to him which was a total of 5. He was very helpful with preparing the transfer from one insurance company to his and made the process easy for me. As a new business owner, he helped me out with what I needed insurance wise and tailored my other policies to what fit me the best. His office staff has always been awesome to work with and very friendly. Years ago I had an accident which I wasn't at fault for and the other parties insurance covered everything. I was young at the time and scared, I called Nick to see what to do late on a Saturday afternoon. Nick took time away from his family to help me out and explain what the next steps were. Everyone wants to take time out of their day to complain about everything, I felt the need to take time out of my day to compliment Nick and his staff, they are an asset to your company.
Scott from Illinois
Share your own exceptional customer service experience.