American Family 2011 Annual Report Download - page 5

For thousands of residents in Joplin, Mo., their
dream is to get back to the lives they once had,
before a massive, powerful tornado turned their
lives upside down.
American Family Insurance is in the business of
protecting dreams, every day of the year. To be the
best, you have to work harder, come up with better
ideas and care about your customers more than the
other guys. The people in Joplin lost their homes,
businesses, possessions and their hope. American
Family was there to help them put their lives and
dreams back together.
Our customers are seeing the results of our
commitment to being the best. In 2011, American
Family earned the top ranking in the J.D. Power and
Associates measurement of customer satisfaction
with the auto insurance shopping experience. That
award mirrors our own measure of customer
satisfaction, which reached a record high in 2011.
Both of us had the opportunity to visit Joplin,
witnessing firsthand the outpouring of concern from
a wide spectrum of society. We found armation
of American Family’s customer-centered values
demonstrated by our agents and employees oering
comfort and assistance in times of extreme duress.
Many American Family personnel set aside their own
lives for weeks or months to be on-site in Joplin.
We’re glad to report our customers and the greater
Joplin community are well on the way to recovery.
We hope you find inspiration and meaning in these
narratives and images from Joplin. While you may
not live anywhere near “Tornado Alley,” you rely on
us to protect your dreams from many insurance-
related perils. American Family Insurance was up to
the challenge in 2011, and we’re pushing ourselves to
find better ways to serve you in 2012 and beyond.
Daniel R. Schultz
President and Chief Operating Ocer
Jack C. Salzwedel
Chairman and Chief Executive Ocer
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DREAMS
COME IN MANY SIZES