American Family 2011 Annual Report Download - page 9

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7
Customers Mike and Susie Kim rushed o with the family to Kansas City, Mo., May 21, seeking treatment
for their son, Samuel, 9, whose leukemia was worsening. The next day, their home in Joplin was severely
damaged by the horrendous tornado.
“When I drove into town, I couldn’t believe it,” says Mike. “Just looking at my neighborhood, I had tears
in my eyes. Every emotion you can think of went through my mind: scared, upset, depressed, worried.”
But he was also determined to take charge and work through everything.
Mike was nervous about having to deal with insurance claims and wanted answers. He was especially
worried, having heard rumors about insurance companies not living up to their promises. But afer regular
conversations with his American Family Insurance agent, Bob Brown, things changed.
One of the first things Bob did was to arrange a personal meeting between Mike and members of the American
Family catastrophe claim team in Joplin. Plus, Bob and Adjuster Ryan Chase guided him through the claim
process. Mike’s trust and confidence in American Family grew with every interaction.
Since then, Mike and his family have moved back into their repaired home and are starting to rebuild
their lives.
“Sometimes what you need is someone just to listen to you, and that’s what American Family did for
me,” says Mike. “Along with making sure we got our home back and claims taken care of, American
Family really listened to us and let us know, ‘You’ll be OK. We’ll take care of you.’”
RESTORING TRUST,
MAKING GOOD ON OUR PROMISE
FORTITUDE