Customer Testimonials
Share your own exceptional customer service experience.
Agent's compassion goes 'well beyond his job':
Our son was involved in an accident in which another gentleman died. Craig Lilja, our American Family agent, showed up at our house as soon as he knew our son was home and was very helpful and compassionate. Craig answered our questions, etc., but his first concern was always our son and his well-being. Craig called many times over the ensuing seven months, just checking up on us. His comment more than once was, "we won't worry about the money - only about how Jon is doing." Craig was willing to help find whatever kind of assistance we might need had Jon not been able to handle the experience of the accident. Thanks be to God, our son handled the situation very well, but we all appreciated the compassion that Craig exhibited that went well beyond his job. He took care of us beyond just a customer status and that's not something that you find happening every day in the insurance world! We were also provided with excellent assistance by Dennis Mullin, an attorney for American Family. When Craig Lilja found out that Dennis was originally from Albion, he suggested that Dennis might be a resource for answering our questions. Dennis took the time to answer questions and also get answers from other contacts. All in all, we were taken care of by some great professionals during our son's unfortunate experience. We couldn't be happier with American Family.
Jeni from Nebraska
Customer care rep's manner makes for 'VERY satisfying' claim experience:
I spoke with Kyia in the claims department and had a GREAT experience. I haven't had to call in for a claim in almost 10 years so I am always kind of afraid and apprehensive of how it might go. She was WONDERFUL. Put me at ease, patient with my excessive ramblings as I talked about how upset I was about what happened to my new car. It was a great experience and after I told my husband, he said that even if we pay a few dollars more with American Family, it's things like this that make it worth it to stay and I couldn't' agree more! In a time where Customer Service is so lacking in so many different areas, especially as it's outsourced to foreign countries, this is everything I would expect customer service to be. I too am in Customer Service so when I get treated the way I would treat others-it's VERY satisfying. Thanks Kyia and thank you American Family!
Ann from Wisconsin
'Calm, patient manner' helps customer in time of need:
I want you to know you have an exceptional office in Lima. OH, run by Nick Sauer and his associate, Jodie. Their calm, patient manner was a great help to me when my frustration was at an all-time high. Their knowledge of insurance and their remarkable problem-solving abilities are rare indeed. They always provide prompt and courteous service. They determined my needs and produced a fair written estimate very quickly. You can be certain that I will continue to work exclusively with Nick and Jodie to serve any future needs. Such professionalism is rare nowadays. Nick and Jodie are an asset to your organization and the reason I look forward to continue doing business with AMFAM.
Shari from Ohio
Customer pleased with new agent's helpfulness:
My old AmFam office recently closed and the new office of Melissa Duron that we were refurred to is absolutly amazing and extremely helpful. My wife and I really feel like they want to help us and our business seriously.
Jeremy from Arizona
Customer care more than just a title, stranded policyholder reports:
I am not a person that complains about bad service but when someone goes above and beyond to help you it needs to be recognized. On Saturday 2/27/2010, I was in the Twin Cities helping my daughter move with my husband's truck. During the course of the day the truck broke down and I was at a loss as to what exactly to do since I was 130 miles from home not familiar with the area. After a series of run arounds from different service stations I contacted American Family. I was lucky enough to speak with one of the most helpful individuals, Kali Daun, Madison Customer Care Center Auto Representative. She was kind, understanding and efficient. She arranged for me to get the vehicle towed home and all in a very professional manner. If not for her I might still be in the Twin Cities with a broken down truck. She should be commended for her help. You should be proud to have a valued employee such as her.
Annette from Minnesota
'Exceptional service' makes impression with Las Vegas customer:
My American Family agent, Cheryl Miller of Las Vegas Nevada, has shown exceptional customer service in dealing with my account. She has gone above and beyond to make sure every request (and they have been numerous) has been met in a timely and professional manner. I recommend her and American Family to anyone looking for exceptional customer service.
Dustin from Nevada
Claim handler's attitude makes customer's day:
I want to recognize your employee, Dana Taylor. She was assigned as my Catastrophe Claims Adjuster relating to an adjustment in the cost of my roof replacement. When I called she was friendly and helpful and got my situation taken care of within an hour of speaking to her. She really made my day when I was dealing with an unexpected and frustrating situation. Thank you!
Sara from Colorado
Customer pleased with claim handler's 'courteous and efficient' actions:
This email is to commend an AmFam claims adjustor, Mr. Todd A. Hoeft, for his courteous and efficient handling of our accident claim. He was very understanding of our plight and went far beyond his call of duty in doing so. He demonstrated understanding and concern by retrieving several personal items that we left behind in our car before it was towed to an impound lot. He visited the lot to inspect damage to our vehicle and to retrieve the items we left behind -- at least two times. After he had finished his analysis of damage, he drove to our hotel and settled our claim -- very fairly -- and efficiently. We are thankful that he was assigned to our claim and we have the highest respect for his ability.
Lee from Kansas
American Family helps customer quickly after slippery situation:
February 5th, 2010, brought a very snowy day to mid Missouri, but I ventured out anyway to make the 40 mile trek to my job, feeling if I drove cautiously, I could safely make it. Approximately 6 miles from my home, another motorist, unable to stop at a stopsign, veered into my pathway and I struck his vehicle. Fortunately, I suffered a few bruises, but no reportable injuries. I have always been a true supporter of seatbelts and airbags; now I can say I remain a supporter who has experienced their effectiveness first hand.
Needless, to say, my car was totalled. I contacted my agent, Lisa Fuemmeler (Glasgow, MO), at about 9:00 that morning. The amazing thing is that by 3:30 that afternoon, I was handed a check by Jamie, the adjuster, to cover the expense of replacing my vehicle. By Monday afternoon, I had purchased a different car, which is important to me, as I drive about 80 miles round trip to my place of employment. This could not have been accomplished without the help of the two adjusters that represented American Family (the other party's carrier as well), my agent, and Jamie.
Hats off to a job well done. When I tell people the story, they looked shocked and say, "Who do you have insurance with?" I just smile and say, "American Family". Again, thanks for the excellent service!
Janice from Missouri
Agent goes the extra mile to keep cyclist on two wheels:
I just want to say I have an agent who knows what the extra mile really means. I am a weekend mountain bike racer and a week before my race I broke my frame. Now you ask yourself what this has to do with insurance, claims or policies ... Nothing. That is what makes this so great. I just bought a new car and was talking with my agent Carl Noeding and told him about my broken frame. He told me to come on down and borrow one of his bikes. Again this has nothing to do with insurance but everything to do with ensuring your customers are taken care of within your means. You see all of these ads all the time for who can beat who for rates. Yeah I can shop around till I'm blue in the face and maybe save a 5 bucks a month but at the end of the day will I receive the type of service Carl provides? I don't think so.
Jeff from Arizona
"Overwhelmed' by ease online payment process:
When I forgot to get my payment out on time a couple months ago I was worried. I went to your website to see if I could pay and was overwhelmed at how easy you make it. The fact I can just put in my account number and zip code and everything comes up is great. Then 2 more SIMPLE steps and I'm done. No have to pay every month, or promise you my first born. Just click on, click what you want to pay and get on with your life. Thanks for making one computer experience as easy as it was intended!!
Harold from Wisconsin
Agent's personal attention makes customer glad she switched to American Family:
I was with progressive and just recently switched to amfam. My agent is Jayson Arter. He has made the switching process so easy and it has been such a pleasure working with him. He is so quick to respond to any questions or concerns I have. It's hard for me to be on the phone so I always contact him through email. It's amazing how quickly my issues are resolved with him. I hated progressive cuz it's always a different person when you call. With Jayson I have been building a personal relationship and he always makes me feel important and lets me know he is always there to help. He is always happy to help and doesn't make me feel like I bother him and trust me I ask a lot of questions. I am so glad I switched and happy to have someone like Jayson to go to for help. Amfam is lucky to have an employee like him.
Justin from Arizona
Customer care center rep does 'great job':
I called in because I was locked out of my online account due to invalid attempts. I called in and the representative I spoke to was very helpful. She walked me through changing the password as well as setting up online bill pay. I am a customer service representative myself, so I know it is appreciated to get recognition for doing a great job.
Matt from Colorado
Efficient claim process pleases Iowa fire victim:
Our home was totally destroyed by fire on January 27, 2009. Our American Family representative in Elkader, Iowa, Julie Doeppke, was on the scene even as the house was being consumed by flames. Everything, except the clothes on our backs, was destroyed. The following day we received a visit from AmFam representative Jamie Leick, who immediately cut us a check for living expenses. Both Julie and Jamie worked tirelessly with us to see that we got what we needed and making the claim filing as easy as possible. In August, we moved into our newly built home, erected on the same spot as the destroyed structure. We were extremely thankful for the help and concern we received from these two agents.
Pat from Iowa
Call center rep 'a gem':
With a rather humiliating claim to report (I backed one vehicle out of the garage and ran into our other), I was connected to Veronika at the Claims Call Center. She laughed with me about the event and then handled the claims with amazing efficiency and kindness. I was so very grateful that I was not speaking to some generic bored voice concerned simply with taking another call. Veronika's a gem!
Christine from Kansas
Former customer lauds American Family's service:
I was recently involved in an accident with one of your clients. Your entire staff of American Family Insurance representatives were very courteous and efficient in getting my vehicle repaired. Carolyn Lloyd in Indianapolis was the main contact and helped out significantly with my issues. The accident occurred in Indianapolis and I was traveling to Wisconsin for a month within a few days of the accident. She was able to find a body shop for an estimate and repairs and set-up a rental car while my car was being fixed, while I was traveling out-of-state. She made the entire experience efficient and easy, and was very quick at answering any questions or concerns. ... I currently have USAA insurance since I am military, and I am a former American Family Insurance policy holder, and I would not hesitate at recommending American Family Insurance to anybody that is looking for auto insurance. The whole process was painless and was very customer satisfaction oriented. Please express my thanks to these individuals and I hope that they continue to give all of their clients and customers the wonderful experience I had with your company.
Matt from Indiana
American Family representative's assistance appreciated:
I called to start the claim process after a car accident. I had no idea where to start. Shar took my information and was able to point me in the right direction. She was so helpful and was able to assist me with all my questions. I truly appreciate her assistance!
Valerie from Wisconsin
Customer touts 'no stress' experience:
I just want to say thank you for a hassle free car repair experience. The Auto Shop you recommended ... did exceptional work in a timely manner on my vehicle. Everything was handled with no stress!!!! Thank you.
Jennifer from Colorado
Helpful claims staff create positive experience:
Hello. My home was broken into while I was out of town for the night. I called American Family Insurance to place a claim on a Sunday night. Both the person who took the original claim and the insurance adjuster were very professional. The adjuster Mark Hamilton told me what he needed and what to expect next. I placed the claim on a Sunday and the following Saturday I had a replacement check in my hand. I appreciate the speed in which my claim was processed. I have a friend whose house was broken into and she is still fighting with her insurance company. I suggested that she switch to American Family Insurance as soon as she could. I will continue to recommend American Family Insurance to anyone I know is looking for home owners insurance. Thanks again for making a very unpleasant experience easier to deal with.
Roberta from Colorado
Positive American Family Experience repeats itself for Illinois customer:
Growing up my parent's insurance agent was Bim Carey at American Family in Oshkosh, WI. He made such an impression on me by always recognizing me around town and remembering me by name. When I moved to Chicago after college fourteen years ago I needed to get renters insurance so I immediately looked up an American Family agent. By chance I found Sharon Robles and we have used her ever since. From renters insurance to home owners to life and auto, Sharon just kept getting us the best rates so we kept adding on products. Sharon is attentive without being intrusive. She is a joy to work with as are the members of her staff. I recommend Sharon to anyone who asks about insurance.
Lisa from Illinois
Customer pleased with exceptional service, personal attention:
Me and my husband have both of our cars insured from AMFAM and our agent is Lon Hollibaugh. Lon has provided us with an exceptional service and great personal attention on behalf of AMFAM. We are very pleased and happy to have him as our insurance agent and we congratulate AMFAM for having such great team members in their team.
Deepti from Nebraska
Customer: Service just keeps getting better:
Our refrigerator/freezer croaked over the weekend causing A LOT of food to spoil. I contacted my wonderful agent, Dan Firth by email, and within a few hours, he had a claim opened for me and told me I would be contacted by a claims adjuster within 24 hours. Within 2 hours, I was contacted by Patton Lundquist at AMFAM who instructed me to send him a list of every item lost, the cost itemization with a total. Can you believe once I emailed him this information, he called me immediately and told me the check would be issued that day!? I couldn't believe it! What service I received! From start of finish, this experience could not have gone better. Mr. Lundquist was extremely nice and professional and more importantly, I could hear his smile through the phone which is hard to come by these days. This is just another reason I will continue my relationship with AMFAM, even after 20 years. The service just keeps getting better. Thank you so much!
Danielle from Arizona
Quickness in claim handling impresses Nevada customer:
My husband hit a patch of black ice, lost control of my 2000 Chevy Blazer, and hit a concrete wall head on. He was going slow enough that thankfully, neither he nor our dogs were harmed. The vehicle, sadly, was a total loss. Even though this happened on a Friday afternoon, by Monday the adjustor had inspected the vehicle and we had a check for the value of the SUV by Tuesday. We've been with AmFam for about 8 years, and we've always been happy with their service, but we had never really "needed" them until the accident. We are extremely pleased at how quickly and easily our claim was handled. Thank you to Brett Charbonneau and his awesome staff at the Incline Village, NV office. I recommend AmFam to anyone looking for auto insurance that really delivers what it promises.
Rayda from Nevada
Agent, assistant go 'above and beyond':
I was recently involved in two rear-end accidents and Josh [Beck] and his assistant Stan [Judson] have both shown my husband and I superior service. They both have gone above and beyond to help us through all of this mess, concerning getting our vehicle fixed and telling us step by step what is needed to get things resolved. They are awesome and my husband and I are so happy we have American Family and an agent like Josh and his great assistant Stan.
Rebekah from Indiana
Agent helps stranded customer in time of need:
This email is in regard to one of your agents, Phil Strand in Westby, WI. Phil is our AmFam agent. This past October, my husband and son were driving across the state for my son to participate in the Youth Deer Hunt program through Wisconsin's DNR. About mid-way, they began having car trouble. Eventually, the engine of the car exploded in the middle of nowhere. Not knowing what kind of towing coverage we had, my husband contacted Phil on his cell phone (another plus with Phil, he shares his personal cell phone number!). Turns out, Phil was traveling that day and was about 20 miles behind my husband and son. Phil offered to meet them near the car, arrange for a tow and then take my son to his destination so he would not miss out on the hunt. My husband accompanied the broken car back to our town and came the next day with our other vehicle. I vote for Phil to be "Agent of the Year" if you have such a thing. What a guy! He got us a tow, took my son to his destination and helped us with the after-effects of a blown engine. Phil has our business until you kick us out. :)
Tracie from Wisconsin
Washington customer pleased with how both his claims were handled:
I just wanted to share the outstanding service I have received from American Family Insurance. I have had to make two claims this past year, one for my boat and one for towing my car to the repair facility. Having worked with other insurance companies in the past I was unsure what to expect when I hit a rock that destroyed my lower unit on my boat. I called my local area agent Erin and Sarah O’Connell they were super helpful in assisting me with my claim. I had spoken with them about 9:00 a.m. and by noon an adjuster had been to the repair facility, assessed the damage and paid the mechanic for the repairs. My second experience was last week when the transmission in my truck went out. I called and spoke with Erin; as usual he was very helpful. Not only was he knowledgeable about my towing coverage he assisted me with a local area towing company. The level of service I have received from American Family, especially the O’Connell Agency, is exceptional. I have yet to experience this level of service from any other insurance company. The O’Connell Agency in my opinion is setting the standard for all others to follow. I am happy to refer American Family Insurance at ever opportunity.
Steve from Washington
Customer appreciates how American Family gives back to communities:
My wife and I are both 25 and have been married for three years. Before marriage most of our insurance needs were directly under our parents' insurance plans. Right after we married, we started looking for an Insurance company that we could trust and that would grow with us as our lives would change. We have now been established with American Family for almost 4 years and we're very proud to be a part of the family. Our local agent, Torry Hamilton, has been a huge part of our great relationship with Amfam. I'm also very proud of the fact that "our" insurance company gives back to the communities across the U.S. and even has a special Hospital for Children, the American Family Childrens Hospital. I not only have a great peace of mind having insurance with Amfam but I'm proud to be apart of such a great family that gives back. We'll be with Amfam for a long time to come, knowing that all our protection is under one great roof!!
Travis from Indiana
Diligence of agent, assistant recognized:
I have had American family for 15+ years. [Agent] Robert Kilby ... and his assistant Magali have been excellent. ... Luckily we haven't had auto issues, but we did have some household problems when we had storms in the last few years. Between them and the field agent all was repaired. Please let them know we appreciate their hard work and diligence.
Erica and Dan from Wisconsin
Speed, efficiency of service help customer overcome skepticism:
I just wanted to share that I was surprised, delighted and impressed by the speed, efficiency and courtesy with which American Family reps handled a recent claim of mine. While I was initially skeptical - given how insurance claims processing is typically viewed - I was increasingly at ease as I interacted more with your company reps. All said, I am very happy that I chose American Family as my insurance company.
Sid from Washington
Friendly, helpful service keeps customer satisfied:
First, I'd like to say that my agent, Mark Klobuchar, is so friendly and helpful. He's always been there when I needed help. ... And then there was the time when a Claims Adjuster came after a bad hail storm. ... He pointed out things I never would have thought to look at. Finally, I just want to share with you that whenever I see a TV commercial saying "we can give you a better price," I chuckle to myself and think, "Maybe so, but I doubt they would match AmFam in quality of service, no way I'm going to switch!"
David from Minnesota
Quick resolution to claim pleases Missouri customer:
I recently had my vehicle burglarized and lost a lot of equipment I use to make a living. I called [agent assistant] Janice [Hayden] at Steve Heintzelman's office in Springfield, Missouri and she got the ball rolling as soon as I was finished talking to the authorities. 15 minutes after I talked to Janice, [customer care center representative] Robert Harris called me ... and took all the information regarding the items that were stolen ... within 4 hours I had everything taken care of. I want to thank both Janice and Robert for helping to walk me through this process and make a difficult situation a lot less stressful. Now THAT is what I call customer service and I will be an American Family customer for the rest of my life. Again, thank you Robert and Janice!
Michael from Missouri
'Helpful and wonderful' service pleases customer:
I have been insured with Amfam since March of this year and last week I called our agent [assistant] Dawn [Atkinson] at the Addison location for a question ... she was very helpful and pleasant to deal with. Then I called the 800 number to get the road side assistant, and I was amazed how helpful and wonderful everybody was ... the time and the service I received was so impressive and I just want to e-mail you and let you know how thankful I am.
Hala from Illinois
Agent works 'relentlessly' on customers' behalf:
Recently, we moved from Iowa to Michigan [where American Family doesn't provide coverage]. Our agent for our auto and renter insurance is in Ames, Iowa ... Katherine J. Frame. Never have I encountered a more customer helpful agent that her, anywhere. When we decided to move, she relentlessly contacted agents in the local area here in MI to find us a qualified and knowledgeable agent. She found one that we now have coverage with both auto and home. If we ever move to where AMFAM has coverage again, we will contact her for coverage. Katherine's work reflects highly upon herself, her customers, and American Family Insurance Company.
Robert from Michigan (formerly Iowa)
Adjuster’s inspection provides peace of mind:
We experienced a pretty significant hail storm on 8/17/09. After noting that several of my nearby neighbors were having their roofs replaced, I became concerned about the condition of my own. I called your claims telephone number, received [a] claim number and within 24 hours your adjuster, Lucas, contacted me by telephone and set up an appointment. He inspected our roof (heavy cedar shakes) and advised that while he was able to track the path of the storm by oxidation marks on the shingles, he only found two that had been cracked and some roofing tin with minor dents. He noted that the rain gutter system did not appear to be damaged. Based on the examination by Lucas, I felt comfortable withdrawing the claim. I'm sure you understand the peace of mind his inspection gave me. From my contact with your telephone claims operator to the inspection by Lucas, your personnel were nothing but professional. I commend them and I thank you for the service they provided on your behalf.
David from Colorado
Agent looks out for family's needs:
Kelby Dribnack and his staff have always been there when I needed them. I am not the easiest customer, in that my life is ever changing with young adult kids. We have had changes in policies with selling and buying different cars and kids moving out of the house, and then back. He has always helped me to save money. Whenever I say that I need to save on my monthly bill, he finds a way to keep us protected and not break my bank account. Kelby has always handled all my needs with the caring of a family member. It is because of his dedication to me and my family that I have stayed with him. I have had people call and try to say they can save us money ... that may or may not be true but what keeps me a faithful customer is his faithful service ... you don't find that so easily these days. I feel he knows us and is there when we need him.
Shirley from Idaho
Excellent service keeps customer satisfied:
On August 21 2009 my Lexus was struck by a towed trailer. ... I called our agent (Barb Amundson, Waukesha WI). She and her secretary, Pam, offered to help us with the situation. We were referred to [casualty claim desk adjuster] Deborah Weier at the Madison WI office. ... I wish to thank Barb, Pam, and Deborah for the excellent service which they provided during this time. Our Lexus looks and feels like it did before the accident. We have had our home and vehicles insured with American Family for the last 14 years, and have no plans to change. Thanks again.
Daniel from Wisconsin
Personal attention wins customer's loyalty:
I don’t often offer compliments about customer service but on this occasion I felt it was very necessary. I was cruising the internet and I noticed a pop-up about comparing auto insurance. Reluctantly I entered my info just to see what would happen. … I was surprised, pleasantly surprised! Within 24 hours I received 16 different quotes from many other insurance companies. … The monetary savings was not the selling point. The customer service I received from the Don A Tolar agency, namely [agent assistant] Mikki S. Garcia, was outstanding. I was never pressured. I totally understood my policy. She was very professional! What sold me was Mikki was the only one to actually give me a phone call. A simple phone call. WOW!
David from Kansas
Agent there when needed most:
While on vacation in Chicago in Sept, 2009 we had an incident that might seem minor to you, but very upsetting to us. We rented a car and had a stone hit the windshield only to cause more damage as it crept up the windshield. This has never happened to us and we had never filed a claim with our Insurance so we were at a loss as to where to start first. The point of this email is to let you know that we had the privilege to have such a wonderful person, Robyn Chase, to help us with our dilemma. She went above and beyond the call to help us and was so patient and understanding. I tell you that it was so important to have her there for us, as we have been through so much this year with very serious illnesses in the family etc., that something again that seems so minor to everyone else was just exhausting to us. It was very comforting to have had her professionalism and knowledge, and let me tell you that she answered every question, and if she did not know the answer she made sure that she found out. I hope that you know that you have an exceptional, dedicated employee in Robyn. I can tell you that had it been handled any other way, we may have considered going to another insurance company. Very Sincerely,
Neal and Maureen from Nevada
Excellent service throughout the years:
George Alex has been my agent for approx. 12 years and I can't express my thanks to his agency enough. Throughout the years they have gone out of their way to assist me with any insurance issues that have arisen. I found the organization / personnel to be extremely prompt, efficient, courteous, and caring every time I have contacted them. In addition, they definitely do their due diligence when it comes to finding the lowest rate available. I currently have a house, 2 cars, and a motorcycle insured through the George Alex Agency and on more than one occasion I have had to request assistance from them and have been more than pleased with every aspect of the service provided. A+
Anne from Illinois