American Family 2010 Annual Report Download - page 7

Caring for our customers when tragedy strikes
It’s not every day that Eagle, Wis., gets national
news coverage.
But, that’s what happened when a tornado
ravaged this quiet town the night of June 21, 2010.
Two smaller yet powerful tornados also devastated
the neighboring communities of Muskego and
Big Bend, as well as surrounding areas.
American Family swiftly responded, rebuilding
customers’ lives in the immediate aftermath of
the storms.
Just 90 minutes after the tornado struck, claim
team members arrived to help customers.
“Customers can be overwhelmed in a situation
like this,” says Jim Andersen, one of our claim
managers. “That’s why our adjusters met with
customers to make sure they were OK and they
clearly understood what to expect from us.”
Paul Hartman was one of 30 adjusters in the area
the morning after the twisters hit. The adjusters
made immediate payments to customers, answered
questions and provided some good old-fashioned
reassurance that things would get better.
“Paul brought us lunch, gave us some sodas, and
before I was even able to nish what I was eating,
I had a check in my hand,” says customer Josh
Werner, whose home was destroyed.
Customers were relieved to receive help so quickly.
“For people who no longer had a home, we
arranged for temporary housing and settled losses
in 24 to 48 hours,” says Paul.
“Josh had his home claim handled virtually the
rst day, in less than 12 hours,” says Josh’s agent,
Chris Lueth. “If that doesn’t speak volumes, I don’t
know what does.”
2010 AMERICAN FAMILY INSURANCE ANNUAL REPORT 5