More than 1,350 licensed American Family Insurance agents from throughout the company’s 18 operating states have been recognized for customer service excellence under the J.D. Power and Associates Distinguished Insurance Agency ProgramSM. This distinction acknowledges a strong commitment by American Family agents to provide their customers outstanding service, according to J.D. Powers.
The service excellence distinction for each agent was determined through a two-part evaluation process, consisting of a customer satisfaction survey and an extensive on-site agency audit. First, agents must receive customer satisfaction survey scores in the top 20 percent of all agencies nationwide, as established by the J.D. Power and Associates annual auto and home insurance satisfaction studies, based on customer experiences with their current American Family agent. Those top agents must then pass a rigorous on-site evaluation based on five best practice areas: personal insurance reviews; claims handling; positive customer contact; responsiveness; and office environment.
Agents that meet the qualification standards based on these criteria are eligible to be recognized as a Distinguished Insurance Agency under the J.D. Power and Associates program.
“Our research shows that the agent has an enormous impact on the customer’s overall satisfaction with the insurance provider,” said Kevin Keegan, executive director of the insurance practice at J.D. Power and Associates. “To be acknowledged among this elite class of agents is evidence of a true commitment to meeting the needs of customers both for American Family and the agents that qualify.”
“This is our second year in the program, and the early returns have been very encouraging,” said Jack Salzwedel, American Family executive vice president. “Our customers have responded positively to the Distinguished Insurance Agency designation, and this year more than 30 percent of our agents met the industry-wide standards required to receive the award. As a result, more than 550 additional agents received the designation this year. At the core of the program, we’re providing information that helps our agents focus their attention on the services their customers value most. And, in an industry as competitive as ours, value is the name of the game.”
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
Based in Madison, Wis., American Family Insurance provides auto, homeowners, life, health, commercial and farm/ranch insurance, plus consumer loans and annuities, in 17 states. American Family identifies itself as the nation’s third-largest mutual property/casualty insurance company and 16th-largest property/casualty insurance group.
Source: J.D. Powers and Associates, American Family Insurance