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.
'GREAT CUSTOMER SERVICE' from agent
I have been a policy holder with American Family for years and have always received great service from my agent, Gaylon Miller, and his staff. Yesterday I called his office and asked for help after having the bumper torn loose from my car. His staff stayed on the phone with me while getting me help. Gaylon got on the phone and asked my location and came right away. He stayed with me, made phone calls, and assisted me until the bumper could be reattached so I could safely drive to the body shop. Talk about GREAT CUSTOMER SERVICE!! The American Family company is very lucky to have an agent like Gaylon and his staff working for them. THEY MAKE YOU LOOK GOOD!!
Debbie from Kansas
'I never expected so much help from my insurance agent'
I must tell you of the excellent experience I recently had with my auto insurance agent Simon Mac. I recently had terrible car troubles and when I called Simon he helped me right away. He not only helped set up my towing which I didn't even ask for but was able to help me find a repair place that was not going to rip me off. I must say I never expected so much help from my insurance agent. So thank you Simon and thank you American Family for taking such great care of me and my car.
Sue from Illinois
Customer commends agent for best services
After my original American Family Insurance Company closed it's doors I was transferred to agent Debbie Dudek. I want to inform you of not only the outstanding service she provides, but a great personal touch as well. She has taken care of myself and my children's insurance needs. I have never met Debbie personally, but I feel as if she is an old friend. She recognizes me on a first name basis which is an awesome task I'm sure. Whenever we talk it's as if we aren't doing business but renewing a friendship. I feel confident in any question I ask. Her knowledge makes me feel comfortable in whatever decisions I need to make. When tragedy struck our family in horrendous deaths not once but three times in a very short time period, she had very heartfelt sympathy and condolences. When one of the children married she sent her congratulations. In business she instills a confidence which is unwavering. She goes to bat for her customer's best interest. What better way to treat a customer? I would like to commend Debbie for the very best services that I believe could possibly be offered. You should know that she is an asset to your company beyond any words. Very truly yours,
Teri from Illinois
American Family staff 'always there with assistance when needed'
A couple months ago, a gentleman backed into my van. Having never been involved in what I surmised would be a painful, lengthy process, I was mortified. However, now on the other end of this scenario, I am pleased to say it was minimally inconvenient thanks to your personnel. The gentleman reported it immediately to a local agent and we were quickly contacted for details. It is not a sequence I care to repeat but your employees made it as comfortable as possible – particularly Jerry ... the adjuster who was courteous and professional, and Kate ... who took ownership of the situation and was always there with assistance when needed. She also followed up to be certain of our satisfaction which was greatly appreciated and unique to our expectations. Thanks for helping us and making this ordeal less painful.
Glenda from Nebraska
AmFam team 'minimized the stress' of first claim in 18 years as customer
I am 34 and have been with American Family since I was 16 years old. I recently reported my first claim after incurring water damage to my home from an ice dam. My agent (Bill Neumann), the adjuster (Ben Roush), and the American Family preferred contractor (Frank Fabio Company Inc.) were all a pleasure to work with and minimized the stress associated with home repair. I am extremely pleased with the service I received from all American Family Insurance representatives at every stage of the experience. I wanted to leave a message to say thank you to all those involved and let American Family know how much I appreciate the exceptional customer service I received.
Michael from Minnesota
Clear communication, excellent service keeps customer's wheels rolling
I recently had a small claim - auto repair. I dropped my car off at one of your preferred auto repair shops and was allowed 2 days for a car rental. I called the rep Sharon ... who allowed me to drop the keys to a Rental Car on a Sunday with no additional charge. ... Sharon ... was very courteous and extremely helpful. Her communication back and forth to me was clear and her level of customer service was excellent. I was very impressed with the level of service I received from your Company. ... Thank you for resolving this issue and making my day go smoothly. Keep up the great work you do in your Service Center!
David from Illinois
'I tell people about my experience with AmFam'
A couple of weeks ago my vehicle was struck by one belonging to an insured customer of yours. The response by Kim out of your Peoria office and Donnie Peters out of Quincy was fast, concise, thorough and friendly. Because of them I am very impressed and I tell people about my experience with AmFam. I hope my insurance carrier would treat people as well if the situation was reversed. Thank you.
Bruce from Illinois
Agent goes the extra mile(s) for customer
I am writing this Exceptional Customer Experience long over due for my agent. I have used Phillip Janzen since 1999. I had lived in Mankato MN right out of college. I have had all vehicle, renters and home owners insurance through him and American Family since then. In 2003 my family and I decided to move to Madison WI. Phil told me he was licensed to provide insurance in WI as well. So, I said sure. To my amazement, Phil has been great via phone and email to deal with for any changes or additions we have made. Last summer, he even made the 5-6 hour car drive to see our new house we purchased here in WI. Considering he lives in another state, I think that is way above and beyond customer service. I am proud and grateful to be associated with an insurance company like this who has agents like Phil Janzen. I would recommend him to anybody in Minnesota or Wisconsin. Sincerely Yours,
Jeff from Wisconsin
Agent cares for clients like family
Joe Kosner is an insurance agent who goes above and beyond expectations to help resolve insurance challenges. When my family had difficulty in getting a mandated repair done in order to maintain insurability, Joe was instrumental in addressing the immediate situation and recommended a vendor to service future needs. He promptly updated underwriters that the issue was resolved and saw to it that the restoration of insurability was confirmed. Joe is an agent who cares for his clients as though they were family.
Ellen from Illinois
Fast service through technology
I had waited until the last day of the month to renew my vehicle license plates. I grabbed a bunch of papers from my truck and stood in line for about 20 minutes before realizing that the night before I had taken my insurance card out of my truck to make sure I had the correct one. I called Alan, and he was able to email me a PDF version of my card so that I could retrieve it through my smart phone. By the time I reached the front of the line, I had my proof on insurance that the DMV accepted. Alan saved me a trip back to my house, and a much longer wait in line at the DMV. Thank you Alan!!!
Jack from Missouri
Agent 'going above and beyond'
On Wednesday, February 23, 2011, I locked myself out of my running car in my own driveway. I called a locksmith and then I called my AMFAM agent Phil Parker to ask him if the locksmith would be covered by the road hazard coverage. I left messages with both since it was only 6:40 a.m. The locksmith never called me back, but Phil did and he offered to come to my home to assist me. He said, "I have someone in front of me. Let me finish up with them and I will be right over." Ten minutes later, he was in my driveway. He asked me for a hanger. He bent the hanger and opened the locked door. Unbelievable! Now that is what I call going above and beyond in customer service!
Ann from Wisconsin
Customer receives care and concern during claims experience
I want to thank American Family for your quick response and hassle free claim concerning hail damage to my home. An adjuster was here within 48 hours of my initial call. I was expecting a hassle or argument concerning my claim, but was met with care and concern. In fact I was so taken aback by this painless process that I forgot to ask some follow-on questions I had, but, no problem, he was easily available by phone and answered my questions. Contact from Am Fam followed soon after notifying me my check was on it's way. I never dreamed it would be so easy. Thank you for giving me peace of mind by repairing my home.
Lawrence from Arizona
'Thanks for everything'
Dear American Family, I had the best experience with you all. My insurance agent Melissa D Spangler was so friendly and gave me exceptional service in helping me with my new car. You have great rates too and I am so pleased to have you as a provider! Thanks for everything!!
Malerie from Ohio
Claims adjuster eases claims experience
I just wanted to write to tell you about what an excellent employee you have in Lesa Shook (casualty claims desk adjuster). In September of 2010 I was involved in a 3-car accident where my minivan was rear-ended. After the accident I was unsure how to get my car repaired and called claims at Am Fam. Even though the accident was not my fault and was not an American family claim, Lesa really helped me. She was a God-send. I had never been in this type of accident before, so Lesa patiently walked me through my options and told me how these things work. After the initial conversation, she even called me back to check how the claim was progressing. She even stepped in and spoke to the other insurance agent on my behalf, when there were problems with my rental car. She was able to work with the other agent and get a suitable solution to my problem. I was very happy with all her efforts, as she made this accident a minor inconvenience, rather than a major catastrophe. She is an asset to your company and I hope you appreciate her as such. Sincerely
Rachel from Indiana
American Family service shines after tornado
On June 17, 2010 our farm was hit by an EF4 tornado. We began rebuilding our home, our farm and our life with a call to our agent, Cliff Wuerflein, from Albert Lea, Minnesota. It was a call that you never in your wildest dreams think that you will have to make. It was a call that tells you what your insurance company is really made of...and we found out that American Family is made of professional, compassionate, respectful, prompt agents and adjusters. The adjusters that we worked with and still are working with, Jeff Berning for our vehicles (both personal and farm), Jodi Froehlich (machinery) and Ray Schultz (home, farm buildings and personal property) were/are amazing. Our life has been stressful and difficult since June 17th, but we can only imagine how much worse it would have been if we had not been insured with American Family. Thank you for making our life easier.
Jeff from Minnesota
Agent helps in difficult situation
I am writing regarding Karen Korhonen our agent. We recently had a situation where someone hit our parked car and we were in a store. There was a lot of hassle with regard to the other person's insurance but Karen was certainly very helpful and very professional in her helping us with regard to the claim. She did what she could to resolve the issue and she is a very friendly and courteous agent to deal with. we re happy to have her as our agent and she goes out of her way to help in whatever way she can. She deserves commendation ! Thanks
Kristi from Wisconsin
'They are always so on top of things'
I had the unfortunate experience of getting my car stuck in the snow during our most recent storms. I stopped by my Agent's (Ken Kraft) office late this morning to submit my receipt. Just hours later, I already have a voice mail message from someone with American Family to let me know that my claim had been processed and I should see my check for reimbursement within a few days. This is not the first time I have had to submit a claim with American Family, and every time I do need assistance with anything, they are always so on top of things! From the service I receive in my agent's office, to the service at Corporate, I have always had exceptional experiences. I just wanted to give a special thanks for everyone - you are truly appreciated!
Robin from Minnesota
Attentive agent and Care Center representative
I hit a deer on the interstate that caused considerable damage to my car. I called American Family and by 8:30 that same morning I had an appointment to get my car repaired the next week. The only reason for the delay was to allow time for the repair shop to order the parts. The next week my car was fixed. I was contacted by my Customer Care Center Auto Representative, Vickie Smith several times to make sure I was being taken care of and if there was anything she could do for me. My Agent, Steve Lorenz also contacted me several times to make sure everything was going smoothly. I couldn't have been more satisfied. Everything went like clockwork and I couldn't believe how painless and easy American Family and their representatives made the whole process. I just wanted to say "Thank You" and let you know how satisfied with American Family I am.
Regonald from Missouri
Quick response through Facebook
I want to give "MAJOR KUDOS" to my AMFAM agent Diana Short for always being so easy to reach when things go wrong. My truck broke down in my driveway and I needed a tow to get it fixed. I called her agency but they are closed for the holiday weekend. I contacted her on "Facebook" and got a response in 7 minutes!!! Diana gave me the number I needed to arrange a tow! Diana and her staff has always met my expectations and is everything I want from my insurance agent. Respectfully
Frank from Nevada
'Always there for me'
I just wanted to say a few things. Since I began driving I have used many different companies, small local companies to the large national companies we all know. I have to say this is the ONLY company that I have truly enjoy doing business with. My local agent and his assistant/secretary are the most wonderful people! I am a very busy single mother, full-time; student and employee. They are ALWAYS there for me regardless of what I need, information, payment, coverage change, and answers to all my questions. They have never treated like a number, rather as a friend looking out for my best interest. I have and Always will recommend them to everyone, for they are, truly exceptional! American Family Insurance Group Centralia, Missouri Charles Mitts (Agent) Julie Cunningham (Account Manager)
Kiemberley from Missouri
'Thanks for making such a horrible day so easy'
To start my day off I wrecked my car into a median on the express way. It was so stressful however making my claim was not. I spoke to a woman named Sarah who took all of my information and arranged a tow truck and rental car before I even left the accident. I called the tow company to allow them to release my car to be towed to the collision shop and the gentleman on the phone (at the tow co not the one that AMFAM used) said that had not received my car yet from the tow company but had already spoke to my claims representative. Literally a minute later I had a call from Enterprise saying that my car was ready and that they could even come pick me up if I needed a ride. This evening my personal Insurer Dan Nosse (agent) called to check on me and see if everything was handled ok and left his cell phone number to call if I had any issues. Everything was so organized and every single person that I dealt with today was so helpful. This was just another example of why I have stayed with American Family Insurance for all these years. Customer service is so rare in today's companies and it is very clear that this company instills how important it is with every employee. Thanks for making such a horrible day so easy. Your staff is WONDERFUL!
Regina from Ohio
Impressed with quick claim handling
I have had American Family for a number of years now for all of my auto and home. Last Monday I hit a deer and my car ended up being a total loss. Jeff Daniels was our claims adjuster. I am so impressed about how quick he handled our claim and he did listen to what we would like to see happen and took that into consideration before making his determination. He also worked with the body shop directly and that meant must less for me to worry about. I am very happy with how it all went and that Jeff just took care of everything! Thank you
Doty from Minnesota
'Absolutely wonderful to deal with'
I cannot say enough good things about American Family Insurance. Our agent, Ron Howell, is always available to answer questions and change our policy. We've never had a claim until yesterday, when I was in an accident. Everyone from the initial claims representative to the adjuster were absolutely wonderful to deal with. They explained things and made sure I understood. The claims representative even nagged me to go to the doctor to be checked out. I felt like I was talking to my mother! Today, less than 24 hours since my accident, I deposited a check for the value of my van. Thank you so much for making a horrible experience so much easier. I have already posted a recommendation for your company on my facebook.
Patricia from Illinois
Share your own exceptional customer service experience.