Worthan recognized for customer satisfaction by J.D. Power and associates

Thursday, February 5, 2009

Jan Worthan, an American Family Insurance agent in Storm Lake has been recognized for customer satisfaction excellence under the J.D. Power and Associates Distinguished Insurance Agency Program. Worthan joins other American Family agents who have demonstrated the highest level of commitment to outstanding customer service.

Worthan has been an agent for American Family since May 1992. Her office is located at 808 Michigan St. Suite B.

"American Family agents are instrumental in achieving the company's mission, which is 'To be the most trusted and valued service-driven insurance company,'" said Jack Salzwedel, American Family President and CEO. "The values represented by our Distinguished Insurance Agency qualifiers are prevalent throughout the company and its agents."

The service excellence distinction was determined through a two-part evaluation process conducted by J.D. Power and Associates. The first part consists of a customer service survey, which measures customers' overall experience with their current American Family agent. In order to proceed to the second step, agents must meet or exceed the standards measured on a national benchmark established by J.D. Power and Associates' annual auto and home insurance customer satisfaction studies. Only agencies that perform in the top 20 percent of all agencies nation-wide based on customer satisfaction are eligible to become a Distinguished Insurance Agency.

Agents who meet or surpass the overall national average must pass a rigourous onsite evaluation based on five best practice areas: proactive reviews or customer insurance needs, claim handling, positive customer contacts, responsiveness and office environment.

American Family Insurance is based in Madison, WI and offers auto, homeowners, life, health, commercial and farm/ranch insurance in 18 states. American Family is the nation's third-largest mutual property/casualty insurance company and the 14th largest property/casualty insurance group.