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.
Road side assistance comes through
I just wanted to thank American Family Insurance for always helping me out through their roadside assistance. I always have awesome service! Today was beyond amazing with a lady I talked to on the phone Ashley T. She was extremely nice and made me laugh! Had a great since of humor and was very pleasant! I just wanted to thank you so much again for the exceptional service and I can't wait to call you guys again when I am in need of Road Side Assistance! Thank you again so much!
Mercedes from Iowa
Personnel prompt and professional
The American Family personnel handling a claim for storm damage were professional and prompt. Gary L Hern our Agent and Melissa Reinhardt the Senior Field Property Adjuster are certainly assets for AMFam Insurance. Thank you
Ray from Minnesota
Seeing the claims process from both sides
I switched over to AMFAM because of the way they had treated me when I was hit by a client of theirs. Recently, I was involved in an accident where I was at fault and they still treated me and my husband with copious amounts of respect! Finally there is an insurance company that is on the consumer's side. YOU GUYS ARE AWESOME! Keep up the good work!
Kira from Washington
Praise for agent assistant
Jonathan Cisneros contacted us to get together and review our insurance needs. He was very thorough and efficient, helped us save some money, and increased our understanding of the various options. We were very grateful for his service and are happy to be working with him.
Lynn from Washington
Praise for agent assistant
Hi- I would like to recognize Shannon Muller (agent assistent) of the Ted Trask Agency in Lacey, Wa. Shannon has done a fantastic job in managing my insurance policys and recently helped with my 2nd home ownership insurance policy. Shannon throughly answered all my questions, and was quick to respond to all of my emails. I have setup multiple policys with Shannon and each time she does an exceptional job to ensure I am well taken care of. I just wanted to ensure everyone new at American Family the exceptional job that she does! Thanks!
Josh from Washington
Indiana agent deserves recognition
We are currently purchasing a home in Monticello, Indiana. Tracey Grimes has been working with us on our insurance needs for our new home. Not only has she provided us with exemplary service on our homeowners quote and policy, but also has gone above and beyond the call of duty in working with us and our lender on providing flood insurance. Both my wife and I are executives in the service industry and we have met and employ some of the best service professionals in our industry, but we must tell you, Tracey is truly one in a milion! We have been so impressed with her level of dedication we are in the process of transferring all of our insurance policies to her. She is truly remarkable! We have been with our current agency for almost 15 years, but the level of care, dedication and professional ethics that we have seen offered by Tracey made us switch. If there is anyone better in the industry, we have not met them. We have already expressed our gratefulness to her, but definitely feel she deserves recognition at some higher level. Thank you for having her in the American Family family.
Lori and Dave from Illinois
Compliment: Love your website.
Easy to use, clear, concise, comprehensive, quick! On many different websites each week and yours is the best. Appreciate the clarity, not jumbled with too much info on one page. Such a pleasure coming to your site. Other corporations could take lessons from your web team. CONGRATULATIONS!
Larry and Sally from Missouri
Appreciative of professional service
I have been an American Family Insurance customer for the last 4 years (2009 - 2013) and cannot say in enough words how professional the service has been. Michelle Perez from Chicago has been my agent my entire time as a customer and her knowledge, experience and genuine care is something I will miss as I leave the Chicago area. Her professionalism and exceptional attention to detail made my experience as a customer enjoyable. Thank you Michelle and thank you American Family.
Simbarashe from Wisconsin
"Thank you for making our life a lot easier"
Dear American Family. My husband and I want to thank you for your speedy, courteous, professional way you handled our claim with your company. My husband was involved in a fender bender with one of your clients, and things were handled so nice by your company. We had a very nice woman, who works for your company, by the name of Peace handle everything. She did a great job, and thank you for making our life a lot easier.
Peggy from Colorado
"Recovering from machine shed fire"
My husband and I have been insured with American Family for over 30 years. On June 1st, 2013 the unthinkable happened, the machine shed on our dairy farm caught fire. It was a total loss. We lost 3 of our 4 tractors, all of our forage harvesting equipment, and various other equipment. It was devestating to watch what we built up in 30 years go up in flames. The positive side was that we didn't lose our barn, no life was lost (animal or human), and none of our three grandchildren were here that day to see it , (they are normally here every weekend-and the fire occured on a Saturday. I called Denver that same day and got a claim number. The first thing Monday morning an adjuster was here to help us out. That adjuster's name was Dan Angst. He along with the adjuster that worked on the machinery values with us, Jodi Froehlich, and our agent, Dawn Leudtke and her staff were fantastic to work with through all of the things we needed to get through. We have been able to replace the majority of the equipment we lost and today the finishing touches were put on our new machine shed. That's the reason I'm sending this message today (Sept. 16, 2013). All to often people do nothing but complain about their insurance. We never would have believed back in June that we'd be back on our feet this quick. Thank You, American Family! The above mentioned people that work for you were wonderful to us, we hope as a company you know what an asset they are to you! Thanks to Dan, Jodi, and Dawn
Pauline and Clayton from Wisconsin
"Claims service shines"
I was in a multiple car accident while stopped and was rear-ended for some light damage, my agent locally conference called me in with the St. Louis auto claims office. I was very pleased with the high level of customer service today that I received from the claims agent with AMFAM in St. Louis. Her name was Kimberly, and she was very pleasant, explained everything well, including any options with getting my vehicle whole again, and how the technical details work with multiple cars being involved. She got in contact with the other agencies involved very fast, and got back to me to explain how things would work from here on out. Couldn't have been better. Thank you Kimberly, while perhaps not a rare level of service with AMFAM, it is rare in my day to day. Great job!
Matthew from Minnesota
"American Family in the community"
I have always gotten exceptional service from the Jon Robb agency on Monona Drive. Over Labor Day I was heartened to see how much American Family as an organization is contributing to our community as well. I volunteer every year for Labor Day Dash, a charity run to benefit Safe Habor Child Advocacy Center, and noticed American Family was a sponsor. THANK YOU for contributing to this important organization! And, at Taste of Madison, and again I saw American Family on large signs, which I assume means you also sponsored that event. Two times in one weekend, I saw your contributions to making our community a fun, safe place for families. I'm proud to be one of your customers! Best regards,
Kimbrin from Wisconsin
"First claim experience"
After my husband was in a car accident recently, we had to file our first claim with American Family after more than 10 years of having insurance with the company. The process was so amazingly easy, smooth and fast; I can't say enough good things about all the people who helped us along the way. The customer service we received at every turn was just superb and consistent all the way through, even with the many different "actors" involved. Our initial adjuster called us right away and explained how the process would go, then our auto damage adjuster (John Johnson) was terrific at calling right away as well and getting a decision and resulting payment to us asap (as our car was totaled). He was always quick to answer his phone for any little question I had and was really knowledgable about the steps we needed to take to get our car's title, sign it over, etc. At the corporate office, Kathy Janisch was just as much of a dream. After faxing over our sales tax credit paperwork, I received a wonderful, friendly voice mail from her within less than 24 hours (wow!) that the papers were processed and reimbursement was in the mail. And Janet Wambach in the medical claims division was great at directing me on how to send her the necessary paperwork quickly and communicating by email often to keep me in the loop. And all along the way, first thing Monday morning in fact (the accident was over a weekend), my agent Ty Kashmiry and his assistant Jeanna Slone checked in on us, making sure my husband was OK early that Monday and checking in often to ensure that the claim process was going smoothly. I believe I received at least four calls from them during the process, just making sure I was getting the service I needed and offering assistance in any way. Overall, my first (and hopefully last) claim process with American Family was truly a dream! Just when we didn't need any additional stressors in life, Am Fam made very sure they were nothing but helpful, courteous and efficient in helping us get life back to normal. Thank you so much!
Dawne from Ohio
"A shout out"
I had to file a claim on my van. I was contacted by Jeannine Bono. She has been so helpful so far. Then I got on you website and used the chat. I was connected to Bich Tran. Bich was very helpful and answered every question that I had. Just wanted to give a shout out to these two people. I appreciate them more than you know!
Robin from Missouri
Share your own exceptional customer service experience.