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.
"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
Thank you to Gas City agency
I just want to say thank you to agent John Briles and his entire staff in the Gas City office. Throughout my time with American Family as my insurance provider, they have been courteous, kind and punctual in all my interactions. When I was in a car accident, they handled the insurance claims quickly and fairly. When I moved and my car died, they worked to put me into the best (and most affordable) coverage that they could. One of the things I miss about moving away is the ability to have them as my insurance provider. Thanks to Jill, Wende and John!
Luke from Indiana
Considering switching to AMFAM
I am currently not insured with AMFAM, however my experience with AMFAMs claim department has prompted me to consider switching insurance companies. I worked with Debbie and Tanya (local) for my claim and have been very impressed with the service that they have provided. AMFAM has lessened the stress of my incident. I was not expecting such cooperative and helpful assistance. Thank you very much!
Michelle from Arizona
Claims representative asset to company
I want to say thanks to Ash Gadkein your Claims Department. Ash provided exceptional service when I called about filing a claim for a tow charge. I was on my way to my son's college graduation when my car broke down. The car was leaking oil so badly that I could not make it to my son's graduation. I had to have my car towed back home. Ash was sympathetic, and at the same time professional. He processed and approved my claim in a timely manner. Ash is an asset to your company.
Jerry from Illinois
"A keeper for sure"
I feel it's my turn to do some work. It seems that in business, all we hear is the bad, few take the time to go in and thank someone for the effort and work they put in. I want to make sure that American Family is aware that you have a wonderful claims adjuster in Debbie Lorent, she cares about her customers, follows up and is clear and willing to slow down and talk in terms that normal Joe can understand. I would love to have had her assigned to handled my PIP piece of this, but I will take what I got. I want you to understand what I feel you got in Debbie - Outstanding, Caring, Prompt. She's a joy to work with. She's a keeper for sure. Thank You Debbie.
Randy from Washington
"My agent is interested in my needs"
I just got off the phone with my agent Kristi Oliver, I cannot tell you how good I feel knowing that I have an agent that is actually interested in my needs and concerns, as opposed to the bottom line. I have never received a hard sell from her and I have had this insurance for years. She is going out of her way to save me more money, as well as research the best options for my upcoming home business needs. Although this may sound like some sugar coated ad, I know people very well and I hate phony salesman, that Kristi is not. Thank you Kristi for all your help, and for treating me like a friend not a customer. Thanks again
Daniel from Oregon
"I have never been in an accident"
I would like to let you know that I have received oustanding service from Douglas M. Baker, claims adjuster. I have never been involved in any auto accident, comprehensive, or any other type claims. Your Mr. Baker helped me from beginning to end to make sure that my car was repaired and that I was satisfied. I am extrememly happy with my own insurance company, but would certainly highly recommend your company to my friends. Please give Mr. Baker a pat on the back for his excellent service. Thank you.
Janet from Georgia
"Exemplary service in diffecult times"
Both American Family, my agents Torrence Leathers/Charlotte Gray have been wonderful! I have suffered from a series of challenges affecting my home and auto and the entire company is to be applauded for standing by me in these difficult times. The Claims personnel have been exemplary and have my undying thanks! Kudos for such a fine company! You truly are standing by me - and honoring the commitment to policyholders. I am recommending your company to everyone I encounter!
Anita from Missouri
"Outstanding level of customer care"
Good morning! I would like to take a brief moment to compliment Ms. Kristina Thomas, one of your "Policy Sales & Service Representatives." Ms. Thomas resolved my issue in such a friendly, personable, professional manner that makes her such an asset to your Customer Care Team. In my opinion, Insurance Companies are a "dime a dozen," but it's the outstanding level of customer care that keeps me as a loyal customer at American Family! Finally, I would like to add that my insurance broker (agent), Mike Donaldson including his support staff is absolutely amazing too! Thank you again and have a wonderful day! Sincerely,
Maria from Illinois
"Say thanks to my agent"
I just wanted to take a minute to say thanks to my agent, Niki Greendyke, who has been very helpful and informative in getting me the right coverage and for helping me make the right decisions for me and my family. This is always done with an awesome attitude and a smile no matter how many questions I ask. It is truly comforting knowing that she is only a phone call away! Thanks Niki!
Nikolaus from Nebraska
Agent offers exceptional service
I have been with Steve Trujillo, in Pueblo Colorado, for many years. I have two umbrellas, two homes, several vehicles and our rental property insured with American Family. Consistently throughout the years, no matter what the issue, I have been able to go to Steve and have received exceptional customer service. I feel as though Steve looks out for all my insurance needs and is very easy to communicate with. I feel as if Steve and his office are like family due to the long standing relationship we have had over the years. I can not speak highly enough of Steve and wanted to let you know what a great job he does! Thank you,
Theresa from Colorado
Sticking with agent was right choice
I have been a customer of American Family for many years, and moved to Denver from Colorado Springs last year. I was worried about my agent being 60 miles away with the move, because I selected American Family specifically for the personal support and not having to call into a call center. I have always had great service from Michael Burkett and his team of Janice A Holmes and Cheryl A Vifinkle, so I decided to stay with my Colorado Springs agent. It was the right choice. Janice and Cheryl have been just as amazing in supporting our needs, even with the 60 miles between us. They have even handled additional urgent requests as we closed on our new house and recently when we lost our insurance card. I see lots of insurance company commercials, but this great support team is the only advertising I need.
Heather from Colorado
Customer going through the claims process
I am going through the claims process currently and have nothing but praise for the American Family employees I have dealt with from the insurance sales specialist, Stephen Dufour II, in the Marietta office of agent Bobby Van Buren as well as the reservation specialist, Chris, who helped secure a rental car for me while my vehicle is being repaired. Having to go through the claims process is never fun, but I believe everyone involved at American Family has made this experience as painless as possible.
Robbin from Georgia
Thank you to claims representative
I filed a homeowners claim with Dejuana and she was wonderful! I felt she related to me and asked all the right questions for my situation! Please pass this on to the appropriate parties! Thank you Dejuana!
Glenda from South Dakota
Praise for agent
I wanted to recognize my agent, Lisa Diemer, located in Columbus, Ohio. Lisa has been my agent for over 14 years, and her compassion and communication have been above and beyond the kind exhibited by an insurance agent. From Christmas and birthday cards to always being there for even the silliest of questions, Lisa and her staff are the type of experience I wish everyone could have with an insurance company. Here's to many more years!
Todd from Ohio
Great service started with chat
I just had a great experience with Lori. I have had a crazy past couple months and didn't even notice I had let my insurance lapse until I went online to pay it. I got online and used the chat function where I was helped by Lori. She was quick to assist me and when we got on the phone to handle the payment she was so sweet, helpful and quick. I had been in such a panick and she made me feel so much better. I handle recruiting for customer service reps at my work and would be lucky to have someone like Lori. She was outstanding and should be recognized! :)
Kelli from Washington
"Great customer service"
I called 800-MYAMFAM March 25, 2013 around 7 p.m. and spoke to representative Jay Baukin regarding an address error on a renter's insurance policy. He was calm and patient and worked through the issue as far as his authority allowed him. He seemed sympathetic to my situation and was easy to talk to. Great customer service.
Tracy from Kansas
"I adore my insurance agent"
Have I ever told you how much I adore my insurance agent, Jeff Barber in Aurora, Colorado? He's awesome! No matter how confused I am at the beginning of a phone call, I always hang up completely understanding my coverage options, and trusting that the coverage is right for my needs! I also love that he talks to me personally and handles my chaos right away- and with a family of 7 with 4 drivers, there is always chaos! Thank you so much Jeff! Insurance shoppers in Colorado, trust Jeff with your insurance needs!
Lesley from Colorado
Agent assistant commendation
I wish to commend Stephen Dufor for his diligence in researching and advising me on selection of insurance coverage of my new townhouse. Professionally delivered on timely basis. Thank you, Stephen!!
James from Georgia
Thanks to Claims Adjuster
I wanted to take a moment to commend Chris Bowers, Property Claims Field Senior Adjuster, who was out at our residence regarding a damaged roof claim. Mr. Bowers was professional, courteous, friendly and exemplary in his communication throughout the entire process. Mr. Bowers extended great understanding with regard to our particular circumstance and sought feedback from us, start to finish. It is experiences like this that drive us to stay with American Family as we have for over 15 years. Mr. Bowers is more than deserving of special acknowledgement and thanks for his efforts.
Jeremy from Arizona
"Very good customer service"
I would like to share the very good customer service I received from Kelly J Anderson, a customer care center auto representative. I had a rather minor incident compared to some or probably most. Kelly treated it as if it were as important as a major claim. I was very satisfied from start to finish, and I hope if I ever need some one at American Family again they can be close to as competent as Kelly is. Do not let her get away. Thank you,
Chuck from Wisconsin
"She's been outstanding"
I just wanted to commend a woman that works for Michael D Pippin's agency. I believe her name is Shaunice White. I call every month to pay my bill over the phone with her. I've had other matters she's helped me with as well and I've never dealt with a customer service rep from anywhere who's been so pleasant and professional. I really hope she gets recognized for this. She's been outstanding and if this gets to her, I would like to her to know how much it's appreciated. If all am Fam agents are this exceptional, I commend you as a company. Thank you for your services
Chelsie from Ohio
Praise for agent assistant
I wanted to let AMFAM know we are very pleased with my insurance and my agent (assistant) Erin O'Connell in Puyallup. I been very fortunate to have someone who will take the time to review all my policies and help my save money where we can. Their service has always been above our expectations. I put a large amount of trust and integrity in my insurance agent, policies and is very comforting to know someone else is looking out for my family. As a consumer, it's very important to share positive experiences with local businesses in our community. Thank you,
Jon from Washington
"Proud to be an American Family customer"
The claims department that handled my claim was very pleasant and helpful. The process was simple and done without any issues. I also want to give my agent, Robert Vossbrink, a perfect score for his help and sincere, caring attitude when I called him about my accident. His staff is very professional and knowledgeable, too. I am proud to be an American Family customer.
Lisa from Missouri
Thank you for Online Chat
I chatted with Lori, an online representative, at 11:20pm Sunday night. It's extremely refreshing that you offer online chat to your customers. I'm a night shift nurse, so needless to say, it's really hard to get customer service, especially when I have a question when everyone else is supposed to be asleep. Thank you guys so much for always being quick and extremely easy to work with. Lori was efficient, kind, and professional. Thanks for all you do!
Heather from Missouri
New commercial fantastic!
We are so impressed with your latest commercial and the music that goes with it. FANTASTIC. It is so professional and impressive. I think it's the best one yet. I don't know who made it but it is great! We have been customers of AM FAM for many years and wouldn't go anywhere else. We have been approached in many ways by other insurance companies but you know what? It's NOT all about saving a few $$ a year,,,not by a long shot! IT'S HOW YOU'RE TREATED and taken care of when you have a claim!! We love AM FAM and have nothing but praise for Wes Sawyer and his whole staff here in Andover, Ks. I feel like I just want to stop by and talk to them like they are my family. Sandy is a real "keeper"; what a lady. You should really be thankful that she is working for you all. We have EVERYTHING insured by American Family;our RV, our house, our car, my truck and my 66 Chevy, and we tell everyone we know. We are proud to be covered by AMERICAN FAMILY.
Kent from Kansas
Praise for Teen Safe Driver Program
Wow! I am very impressed with our American Family Agent, Kelli Young (formerly, Davies) I went on her website to check into the Teen Safe Driver Program and I see Kelli in a video on her website and it is Closed Captioned for the Deaf and Hard-of-Hearing! That is even a bonus for those of us who don't have speakers up and running on our computers or are surfing the internet in a coffee shop, as we can turn off the volume while being informed but not bothering those around us! I can't wait until everyone else catches up with her...if they can. I also work in a high school and some of our students were recently involved in a serious car accident. Now more than ever, I am interested in the Teen Safe Driver Program and I am glad MY insurance company offers this Program. I wish it was mandated for the graduated license.
Nancy from Missouri
New Agent excells!
Perry Thuli is our insurance agent. He was new to the agency last year. I was apprehensive about having a new agent, but Perry has been exceptional. He answers questions and emails quickly. Offers to review our policies. He is very responsive to our needs and offers great insight and perspective. We are incredibly happy to have him as our agent! Hopefully this gets passed on to Perry! Thank you.
Cynthia from Wisconsin
Claims adjuster "truly amazing"
To whom it may concern, we had a house fire on Oct. 4th 2012. We would like to thank Heath R Watkins for all his help and concern. We would also like to thank Matt Humbles (claims adjuster) who has continued to be there for all of our questions and needs he has made a bad and stressful situation a lot easier, we could not have done or gotten thru this without him! We are so thankful he is a part of the amfam team!! He is truly amazing!! Thank you amfam
Kathryn from Ohio
"Red carpet treatment"
I had a car accident on Jan. 28th on icy roads. After reporting my accident to the staff person at my Am. Fam agent's office (Kendell Henderson, Scottsbluff, NE) - I have received nothing but red carpet treatment. Kendell himself called to check on me and made sure not only that I was uninjured, but that my rental car arrangements were made. THEN, the regional adjuster Naomi called on me weekly to make sure all was going smoothly. I could not ask for better customer service, both at the local and the regional level. Thank you American Family for taking good care of me!!!!!!!
Shelley from Nebraska
Thankful for additional insurance
Dear American Family: Last week my sewer backed up due to a city blockage. It was awful, as I am sure you know. This is my first experience with this type of thing. My agent, Debbie Coan; in Winthrop Harbor, IL sold me this additional insurance a couple of years ago. I can't thank her enough!!! The gentleman that came to my home after the back up, Vinny Fiduccia, was very professional and caring. A great experience with your insurance company. Thank you!
Roanne from Illinois
Agent taking the time needed
I went in on a Friday afternoon at 4pm to review my insurance policies with my agent, Gene Plamann, out of the Antigo, WI office. He was very detailed oriented, making sure I completely understood what kind of coverage I had and what it all entailed. I was there for a good hour and half on a Friday afternoon! I just thought it was great customer service to not rush me out the door, but rather to educate me on my policies, which in return I do understand! yay!
Nicole from Wisconsin
Praise for agent assistant
To Whom It May Concern, My name is Derek and my wife and I have dealt with Forest Barton Insurance (American Family) for the better part of 8 years. During this time we have had Home, Auto and Life insurance through American Family Insurance. We have been very pleased with the service we have received, most notably from agent (assistant)David Johnson. He is very knowledgeable about the different policies that we have or inquire about. He has also been very prompt in his correspondence. My wife and I just wanted to point out what a great experience we've had with your company, and to point out what a great job David has done for us. Thanks again,
Derek and Jennifer from Illinois
Roadside assistance comes through
Dear Am Fam (roadside assistance help from Shawna), I have had my vehicles insured by Am Fam since I was 16, so over 12 years now. I recently had some major car troubles, but I have the roadside assistance program. I made a toll free phone call, and within an hour I had a tow truck helping me out, the best part? Am Fam covered my towing...Shawna the wonderful, nice, and helpful person who assisted me was perfect. Her first question to me was if my car and I are in a safe place (what a wonderful first question :)) Thank you Shawna and Am Fam for your help, and WONDERFUL customer care.
Megan from Wisconsin
"Unexpected exceptional service"
Hello, I am not (currently) an American Family customer but was treated with such respect and in such a prompt fashion on my only experience that I would certainly visit switching or refer anyone to your company that was looking for an insurance provider. I was involved in an accident where an individual insured by Amfam hit my vehicle and needed to follow-up with their claims department to have the issue resolved. I called the main number and with one transfer was put in contact with the proper adjuster (Mr. Eric Burdette). He was extremely respectful and took care of the issue in a prompt fashion which is all I could have asked for. Thank you again for your assistance and the unexpected exceptional service,
Patrick from Indiana
A note of thanks
Thank you to Brenda who works out of Madison's Raymond Road (Perry Thuli Agency)office. I called today and had my auto insurance transferred to my new car. She made the process easy and effortless. I have worked with Brenda before, and I love how she goes the extra mile for us. I really feel like she is our advocate. THANK YOU!
Michelle from Wisconsin
"First class service"
Dear Ben and Staff, Thank you for the excellent service today. I have no idea where I put the original proof of insurance cards. The cards were needed to acquired local city parking permits in Port Aransas TX. I have already saved the PDF files and printed the cards out. As always, I have received nothing but the best care from American Family Insurance for the last 23 years. The attention to detail and help with the upkeep of our policies is greatly appreciated. First class service from a first class office. Once again I thank you. Sincerely,
Robert and Sherrie from Minnesota
Claims experience results in exceptional customer service
I recently filed a claim, my agent Marshe Hamilton (708)747-9383, Rachel in the Madison WI, claim office and Mark Wiengard the appraiser all gave me exceptional customer service, I have worked in the Customer Service field for 25 yrs. and these individuals are the epitome of quality customer service, I would have them on my team in a heart beat, keep up the good work!!
John from Illinois
Regarding Insurance Agent - Mike Banks, Waukee Iowa
This Saturday morning Mike called me regarding a missed payment on my car insurance. Not only did he notice that was unusual for me but also noticed I made a payment on my Homeowners Insurance, something I only make once a year. Oops. I thought this was great service. Mike has been my American Family agent for nearly 4 years. I was newly widowed when I started dealing with Mike. I had never taken care of any of my insurance. He explained everything so well. I have always felt he has been looking out for my best interest with my insurance coverage not only for my car but also for my home. I have learned to expect the best from Mike and from American Family. I'll be a customer forever. Sincerely,
Kerry from Iowa
New customer compliments agent
On 12/7/12 I obtained auto ins. through your agent Rick Nelson in Gunnison, Colorado. He returned my call immediately following an e-mail I had sent, and within minutes over the phone my needs were met and everything was "wrapped up". In 30 years of driving and various insurance companies, I've never had such exceptional ease and efficiency of transaction as that morning....His style was fast,simple and easy for me! A REAL PROFESSIONAL and PERSONAL experience!! (not automated like many). GREAT JOB!
Wayne from Colorado
New agent's service shines
Recently I have been contacted by American Family informing me that my agent is no longer with the company. A new agent, Vienna Peterson, had called to inform me that she would be taking over one of my accounts. Vienna did an incredible job making me feel appreciated and secure in the fact my insurance was in good hands. She is the first insurance agent that I have ever had that made the effort to contact me and introduce herself with no alterier motive. I would like American Family to be aware of the exceptional costumer service that Vienna is providing to her costumers. Thank you Vienna
Linnea from Illinois
Agent receives high praise
Too often day to day good service goes unnoticed. I just wanted to say that Terry Miller and her staff in Westminster Co. have been giving better than stellar service for years. I moved and chose to stay with Terry and her staff because of this. It seems that just getting it right has become an expectation without accolades. too bad! These people do it right every day. so Kudos and high praise. I will keep my insurance with Terry for as long as she will let me. Thanks to Elizabeth and Terry. You two ROCK!
Gary from Colorado
Amfam's service comes through for customer
I love american family insurance. The customer service has always been great and they always explain anything that I don't understand and always tell me everything that I need to know. I was in a wreck that was my fault and all I had to do was speak to one of their employees on the phone and everything was taken care of within a couple of weeks. A few months after that I ran out of gas and within an hour the roadside assistance guy was there to put gas in my tank. Today my car broke down and my phone was dead so I had to walk home. I called amfam roadside assistance and the guy I spoke to was incredibly nice. They sent a tow truck to the place that it was broken down without me even having to be there. I didn't leave my keys with my car and they were able to make sure the tow guy could tow it anyways without them. I love amfam.
Laura from Georgia
Agent actually feels like family!
I want to take this opportunity to let you know how highly I think of the Jeffrey M. Hershey Agency, Inc. in Fridley, MN. My experience with this agency has been wonderful! They are professional, courteous, and personable - I feel like they know me and care that I get the best service possible. I was going to say they felt like good neighbors, but actually they do feel like family! Mr. Hershey calls my son and I on our birthdays; if I call their office with a question or have insurance needs, Mr. Hershey and his wonderful staff seem to know exactly who I am and what kind of policies I have before I even get my name spelled out. They are a joy to work with and I am glad to be a part of American Family.
Joan from Minnesota
Share your own exceptional customer service experience.