American Family Insurance Phillip Berry

Revdex.com, Thank you for the letter informing me of a distraught customer Many times a simple letter such as this can help our office change a practice which would add value for to our agency. On July 27th, *** *** chose to purchase an auto insurance policy on her own
from the website of American Family Insurance (***) Because my agency location is close to the home address of *** *** my office was transferred her recently active policy to be the servicing agent *** chose her coverages online on her own Not something we recommend but the option is available for people The next morning, on July 28th, we saw that we were transferred a policy and we started our process of attempting to contact *** to introduce our office and offer any help we could for her This is a time where we would also review her policy and make sure she had made the right choices We made several phones calls leaving messages for her while also sending out email to make contact We finally made contact with *** on August 9th when she responded back from a request for documentation of her prior Insurance carrier. Back to the complaint. *** is upset that she felt she did not have Roadside Assistance on her policy This is false She chose the coverage online and it has always been there At no time has she been without this coverage with American Family since the start of her policy on July 27th *** is also aggravated about the office interaction with my Office Manager (Betty M***; years with American Family) *** had called into our office to add Renters Insurance which we did as it allowed an additional discount on her Auto Insurance We are very careful with Insurance terms and with Renters Insurance we only use the term Renters while working specifically with that individual type of policy This is where a miscommunication occurred It seems from the complaint that by using the term “Renters” *** also believed she was adding Rental Car Reimbursement onto to her Auto policy Two very different coverages We added the Renters Insurance as requested We did not add Rental Car Reimbursement at the time of her request for Renters Insurance. *** unfortunately was involved in an accident on September 13th She was informed she did not have Rental Car Reimbursement added onto her Auto policy. I had the opportunity to talk to *** as she called my office to vent her frustration at the situation At this time she said she did not trust my office and wanted a new agent I offered my best apology and gave her the name and phone number to my District Manager who could arrange a transfer to another office I was clear the process needed to start with her As of October 21st no transfer has been requested and we are still the servicing office. I have reviewed the situation with Betty M*** in my office and I feel we are not at fault for the lack of Rental Car Reimbursement coverage I feel this situation could have been avoided if we were allowed to review her auto insurance with her policy after she started it *** has asked that she be reimbursed for the cost of her rental car I do not think my office is at fault so I decline to do this.A request was made by *** to have her policies transferred to another office, she can start this by a call to American Family at ***.I do not know of an agent office that records all or any of their phone calls but if there is one out there… that would be her preference. Thank you for allowing us to be heard I wish *** the best of luck and will do my best for her as long as she allows me to help with her insurance needs. Phil B***