American Family Insurance - Barbara DeForest

I had American Family insurance (and a really great agent) for years where I had lived before. After moving here, staying with AmFam was the easy thing to do. The agent in Ashland at that time, Zach, seemed okay. Not long afterwards, I received communication from AmFam that Zach was no longer my agent, that Barbara Deforest was. I was not consulted on that decision, nor was any explanation given for the switch. My previous agent conceded that that had been poorly handled.
I met with Barbara and was unimpressed to the point where I fully intended to either find a different agent or change insurance companies altogether. I never got around to it, which turned out to be an enormous mistake.
I was involved in an auto accident last year for which I was not at fault. I had no idea that if you don't carry rental car insurance that YOU are responsible for negotiating with the other party's insurance company for reimbursement! Had I known, I would have chosen to carry that option. Obviously Barbara did not give me that information when I met with her.
In the end, I was reimbursed only a fraction of what I spent on a rental car while my car was being repaired. Having to deal with the other party's insurance company, myself, was a nightmare. I kept attempting to contact AmFam, believing it to be their responsibility, as my insurance company, to negotiate on my behalf. It is not (I contacted the state insurance commission, who verified that) but nobody from AmFam, including Barbara, thought to tell me that critical fact!
Throughout the process, which took (literally) more than 6 months, I found dealing with AmFam to be arduous and frustrating. Even the auto body shop commented on how AmFam dragged their feet in submitting necessary information, with the result that my car took a very long time to be repaired (and I was paying out of my pocket for a rental car all that time). Barbara responded to my emails, but in the end all she did was placate me...she did not take any direct action on my behalf, nor did she think to tell me the truth (simple factual information) about how the process actually works. Unbelievable.
I switched to State Farm and found an agent who is vastly more capable, thorough, and confidence-inspiring than Barbara Deforest. Learn from my mistake and avoid AmFam insurance. If that is not an option, I would at least find an agent other than Barbara Deforest.

Very helpful and knowledgeable!! Answered any and all of my questions. All of the ladies in the office are very friendly and helpful!!! Would recommend American Family and Agency's services to everyone.

Uneducated and horrible customer service. Will stretch the truth to sell additional insurance. Inexpensive rates BUT you get what you pay for! Highly recommend a different agent or better yet, different company.