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General Questions: Insurance

Customer Service

Customer Service – what do our customers say?

call-15836_1920.jpg How are we doing? Send a confidential message to management. Tell us what you think! Please fill out our shortsurvey form and then click “submit”. Your honest feedback helps us improve our service. It would be helpful to have your complete contact information in case we need to reach you for clarification. We value your opinion. Thank you!

John B Sullivan, President

Submit your own Customer Service Comment online here!

HERE ARE SOME RECENT CUSTOMER TESTIMONIALS:

(Note: as a "thank you" for taking the time to fill out our Service Comment form, some customers have received a $5 gift card to a local restaurant or coffee shop.)

Barb Crabtree, of Moscow, Idaho, said "Shelly Abel has helped me with lots of things. I now call her directly because of the great assistance she gives and it seems that she is "always" available! I just talked with her yesterday to drop a vehicle from our plan and add a new one. She did this immediately and emailed me a proof or insurance that arrived before I even got home from the dealership. She is very helpful and professional."

Kadie Reeves, of Potlatch Idaho, said: "My husband and I have been with (one) company for years ... until an agent (Shelly Abel) called us. She told us we could get a better quote and she wanted to go over our options, without even having to call them. And what do you know, we found a better deal!!

Abby Whiteside, of Moscow, Idaho, said: "I was very apprehensive about calling because I was worried about being able to insure the manufactured home that I just purchased. I was directed to call and speak with Jeremy (Van Houten) to get my stuff set up. He was very helpful and answered all of my questions. Jeremy got back to me via email or phone very quickly, and was able to get me a quote for my place very quickly that I was satisfied with. He was friendly and courteous. Cheers."

Lori Forest, of Lewiston, Idaho, said: “I was just reading your newsletter and want to underscore to your clients how beneficial it is to periodically see if there are better auto and home insurance rates out there. My rates through (my last company) went up significantly over the last couple of years, so I called Tina (Heitmann) recently and am delighted that she saved me over $400/year by switching to Travelers. It costs nothing to ask, and can really pay off, as in my case.”

Scarlett Profitt, of Lewiston, said: "I emailed Mike Everett about perhaps changing my RX (prescription) plan if I needed to. I didn't have to do that, but Mike was ready to help me. He is an asset to your company."

Kerry & Sue Reed, of Lewiston, said: "We gratefully thank Tim Gleason for spending so much time with us getting Kerry set up for Medicare and his Supplemental insurance, and Sue's insurance needs as well. He is so knowledgeable, compassionate, and humorous to help get though everything. We highly recommend him for anyone needing help with medical insurance!"

Richard V. Williams, of Moscow, said: "I have always found everyone at American Insurance (Moscow Office) to be most helpful. Jennah is no exception. I wished to explore options for my auto insurance. I have been with Safeco (through American Ins.) for many years and been satisfied. However, my son (15 years old) has now completed drivers ed. and and I wanted to find a better option than Safeco's (assumption that every driver will drive every car and for young drivers an excessive premium). Jennah was most helpful in working-up a variety of quotes for me."

Lane Parkins, of Lewiston, said: "Jeremy (Van Houten) was extremely helpful and knowledgeable about required coverages. He provdied me with 2 different quotes, each with different coverage levels. We are saving $50 per month over our old company."

Monte Drake, of Richland, WA, said: "Tina Heitmann always does a great job when handling my insurance needs. She is quick to respond and friendly. She also helps educate me when I have questions about insurance. I recently needed additional insurance on a new house and her rates were very competitive, allowing me to feel comfortable that my other insurance coverage was properly priced. Thanks for the great service!"

Kathy Leavitt, of Clarkston, WA, said: "Lori (Chapman) helped me with a new homeowners policy. She was great and patiently answered all of my questions. She is always helpful and kind."

Larry Coldiron, of Lewiston, said: "Tina is very familiar with our account. She's very helpful in making the process of obtaining insurance painless. She also helps our process be as fast as possible."

Charles Jones, of Clarkston, said: "(Lori) made the experience quick and painless. She remembered me. (Lori) meets my needs."

Larry Kraus, of Lewiston, said: "Lori was very personable and knowledgeable. She was willing to work with me. I appreciated doing business with her."

Holly Bagley, of Grangeville, ID, said: "Helen Duman has been wonderful! She always takes the time to research what plan is best for me. Knowing I was trying to save money she gave me a few options. I did save that year! Thank you!"

Annetta Bullard, of Lewiston, said: "We had the privilege of using the recycling (shredding) offer that American Insurance was so kind to provide to clients. We just wanted to let you know how much we appreciated it and please let management know that we wanted to say 'Thank you' and it was a real blessing! I should have written some time ago, but just remembered today that I had never said 'Thank you.'"

JoReen Brinkman, of Lewiston, said: "Dina (Inman) is always awesome. She has always been very helpful and she is my favorite person to talk to in the Moscow office."

Amy Winn, of Lewiston, said: "I called in to pay my homeowner insurance premium. Helen was available when I called and took my credit card number quickly and I was off the phone in a matter of moments. She also followed up by sending me the receipt via email."

Rachel Hjortness, of Coeur d'Alene, ID, said: "(Your agent) Jeremy Van Houten was very helpful when I called last week to get a car insurance quote - easy to talk to, very patient answering all my questions in several emails back and forth, and always responded quickly. He worked with me to get extra discounts and helped me save money without sacrificing coverage. Thanks Jeremy!"

Wayne Snyder, of Moscow, ID, said: "My contact through your company has been primary through Jeremy. He has made this experience easy, prompt, and enjoyable with his customer service skills educating me about insurance rates and informing me about what was need to complete the process. Very satisfied!"

Kally Reno, of Lewiston, said: "Helen Duman is the best! She is always helpful whenever we have a vehicle change. When we bought our new car this last year, she was quick to send us a new vehicle card and is always upbeat and positive! Lisa (Gludt), the Receptionist at the Southway office, is also always positive and friendly. Really enjoy visiting with her at the Southway office (dropping off payment). She is a real gem!"

Cindi Brinkman, of Moscow, said: "I love that I can call at 4:30 pm and still get quality assistance in answering my questions. I also love having a local number and office that I can call or visit at anytime and not have to press one -15 to find someone to speak to. The Moscow office is great!! I will miss Jenny though. I have my car, RV, home, and scooter all through American Insurance!"

Kayla Young, of Lewiston, said: "Working with American Insurance has been amazing! Helen is very easy to get a hold of and answers all of my questions in a timely manner. Very satisfied!"

Jesse Linderman, of Moscow, said: "Very satisfied! I was told by a friend that Jeremy at American Insurance could find me a great deal on auto coverage. He found me SR22 insurance at a much better price than previous quotes I had received and he did so very quickly. I am happy that I went to him."

Chelsey Dahl, of Lewiston, said: "Working with American Insurance has been amazing because any issue we face is immediately taken care of. Phone calls are returned quickly and staff is very friendly. Our coverage is excellent and we are very happy to work with great local people!"

Deborah Branting, of Clarkston, said: "We have been very happy with the service from our American Insurance representative. It is nice to be able to have all of our vehicles, ATVs and home insured under one company. Tina is very good at communicating with us when we need information. She is always very friendly and professional. We trust her with our insurance needs."

Teri Hornberger, of Kendrick, ID, said: "I cannot express enough how Lori has been extremely helpful with any questions I have about my auto insurance. I could not find my car insurance information to keep in the glove compartment of my van. She got on this right away, and sent me the paper work that I asked for. She also sent me a long report on how I am covered with a Rent a Car while traveling."

Harry Sullivan, of Bellevue, WA, said: "Helen wrapped up auto, home and umbrella in a single package for a significant savings over Farmers Insurance. Great price and fast, fair, friendly service from the professionals at American Insurance."

Greg and Tanya Ausman, of Clarkston, said: "We absolutely were so excited when American Insurance added Lori to their team. Having worked with her in insurance, too, I know she is awesome at what she does, fast and knowledgeable! You now have our home insurance and more to come! Thank you Lori for everything. You are the best!!"

Mary Wright, of Clarkston, said: "I just became a customer for my vehicles and later will transfer my home insurance to American Insurance. Your representative Helen was more than helpful and saved me on the cost of insurance."

Charlene McConnell Edwards, of Pierce, ID, said: "Very satisfied! In Feb of 2013 we sold our home in Parker, Ariz., and relocated to Pierce, Idaho. In doing so we looked for a reliable insurance to handle our insurance coverage. We went to American Insurance and was introduced to Tina. She has been more than helpful and is always there for us with our needs. We really do appreciate her and the rest of the friendly staff. Thanks, to all."

Kimberly Willis, of Clarkston, said: "OMG!! You are AMAZING!! Just another reason why I rave about you as my agent. I feel like you're part of our family :) You helped us save money when we bought our first big house and then moving our vehicle insurance from the only agent we had ever had (and our families) and now our baby girl is grown up, has her license and first vehicle....thank you, Helen, truly, from the bottom of my heart. You really are an asset to your company and to this valley :) "

Scott and Ruth Butler, of Moscow, said: "We recently moved here and were not looking forward to making inquiries at all the local insurance companies to chose a new company and agent. Our son, who has lived here for 14 years, told us to call Shawn (Sullivan) at American Insurance. "He will find you the lowest premium. If you ever have a claim, Shawn will be right on top of it. You will not have to wait and wonder." During our business of settling in, Shawn did all the paper work for us. Very Satisfied!"

Isaac Mendez, Personal Trainer in Lewiston, said: "Lori did a great job for me. I was very satisfied. I thought my premium was going to be a lot higher. Instead it was much lower. I really appreciated her professionalism and speed. Very time efficient for busy people. Thanks Lori and American Insurance."

Sierra Squires, of Lewiston, said: "The staff at American Insurance has always been so helpful and informative, especially with my boyfriend and I being first time home buyers! Helen was able to get us a quote very fast and there were no surprises. We always have wonderful customer service when we have questions. My boyfriend and I are extremely happy that we chose American Insurance!"

Heather Tostenrude, of Clarkston, said: "Very satisfied! I am not the type of person that shops for new insurance every year. I enjoy having an agent that knows me and I have a history with. I had been with the same insurance for years, but when I purchased my home they ran me in circles trying to get my homeowners insurance. It was stressful and embarrassing. My realtor suggested I call American, so I did. I was connected with Philip (Sullivan) and he made everything go so smoothly. Easy getting my home insured, auto switched over, better coverage AND saved me money. He is a pleasure to work with and always prompt and easy to contact. The office seems to be full of people that really enjoy their jobs. Thanks for being so great to work with!"

James Matuska Sr., of Deary, ID, said: "Dina has been handling my policies for years and is always on top of even difficult issues. I asked her to change my Safeco auto policy to 2 pay and when Safeco messed up and billed me twice for the same amount within a month, she got it fixed right away. Thanks for the effort. Very satisfied!"

Tom & Annie, at Redinger Heating and Cooling, Inc., of Moscow, said: "We LOVE working with Shawn, Cassandra, and everyone at American Insurance! They consistently go above and beyond and they work their tails off to solve any issues that arise. We can always count on them to provide excellent rates, great coverage and a friendly voice on the other end of the phone. This summer we struggled with new and expanded bonds for the State of Idaho and the State of Washington and Cassandra worked tirelessly to get our bonds processed and to the right agencies. We couldn't do business without them!"

Jim & Karen Kessler, of Clarkston, said: "Jim & I enjoyed the efficient and professional manner Helen helped us do the insurance part of our recent (refinance). Had a call from a competitor wanting us to compare insurance coverage and our comment was, "You'd have to go along way to present us with a reason to leave American Insurance - it would be like a divorce we don't want so we're staying in this relationship, but thanks for asking." Very satisfied!"

Mike Nugen, of Moscow, said: "Every time I have phoned in, Jen has been more than willing to help me in whatever way possible. Getting me quotes, changing my policy, or just even changing cars for me :) I always receive quick and friendly help and for that reason Jen will always remain my agent. Thanks Jen!"

Nori Pearson, of Lewiston, said: "Wow! I am constantly adjusting my insurance to fit my changing needs and Helen and Tina are so very patient with me. They always make me feel that they are there to help me get the best insurance possible at the best price. I had misgivings when my insurance was transferred from my hometown agent but it has been a great experience working with everyone at American Insurance. Very satisfied!"

Rick Flomer, of Moscow, said: "Every time I need help or have a question, Tina has ALWAYS helped me. She goes out of her way to help us with our insurance. Thanks Tina."

Deb Ven Huizen, of Lewiston, said: "Helen has always been very profession and proficient when helping me. I was very happy to have her look into a new policy. She is resourceful and efficient. Thank you, Helen."

Dede Heimgartner, of Lewiston, said: "Hi, Lori, thank you for saving my mom a great deal of money and stress. I love working with American Insurance. You are very professional, friendly and knowledgeable.

Steve Branting, of Lewiston, said: "I could call my insurance company when I have a question, but why waste the time. Tina knows everything I need to know. When I am asked about insurance, I just say 'Call American.'"

Thomas Hughes, of Clarkston, said: "On the way to a family reunion in Alabama, I had an incident that caused damage to my vehicle. Still driveable, I continued our trip. The representative in Lewiston said we could wait until we returned home (to fix the problem). The process was smooth and easy. Other small claims were handled with the same professionalism. Very satisfied!"

Tami Cole, of Spokane, WA, said: "Recently my parked car was totaled and I called my agent Tina (at American Insurance) right away. She immediately got me into a rental car until the other insurance took it over. She also got me in contact with someone from Safeco to take over this claim. From the first person (Tina) through the total loss specialist (at Safeco) I was more than satisfied. The at-fault insurance company was not prompt at getting back to me so I decided to have my insurance (with Safeco) take it over and everyone made it the best experience considering the situation. I will always be a loyal Safeco customer!"

Kimberly Willis, of Clarkston, said: "I became a customer about 8 years ago when we bought our home because you had the best homeowners policies. Then soon after transferred our auto policies because Helen Duman saved us so much on our insurance. Since then, my dad moved to Washington and was insurance shopping and I said, "halt -you need to talk to Helen! She will get you by far the best rate and she's super nice and helpful!" He not only talked to her, but switched over during the same conversation! We've unfortunately in the last couple weeks had to start a claim on our homeowner's insurance so my husband stopped in to talk to her. He came home and said "she made it so easy!!" Helen is such an asset to your company! NEVER let her go!!

Jennifer Young, of Moscow, said: "I love Jenny! She is quick and very knowledgeable. I am very pleased with my insurance company. I would not change it. Very satisfied!"

Russ Keener, customer who works at Sylvan Furniture in Lewiston, said: "After several years with Geico, I received by mail a letter from your firm stating that with my homeowner policy, I could save money on my car and truck insurance. I called and spoke with Lori and had a quote within a few hours. Your quote was more than $100 dollars cheaper! Very satisfied with your service."

Brian McKarcher, customer and Owner of Living Waters Lawn & Landscape, said: "Great job adding Lori Chapman (to your service team)!!! She just saved me $700 a year on my personal insurance line and added some better benefits. Give her a pat on the back for me. Way to go John and thanks, you're the best!!!!!"

Jeannie Johnson, customer and Branch Manager of Cutting Edge Credit Union, said: "For many years I have been a customer with American Insurance and over the years I have referred many people to Tina. She has always been a pleasure to work with and very helpful. Many people have come back to me to thank me because your company has not only saved them money, but exceeded their expectations for customer service. I have to say that I was a little upset to learn that I was transferred to someone else recently and partially blamed myself for referring so many people to the point Tina wasn’t going to be my rep any longer. Over the course of the last month or so I have had the pleasure of working with Lori. She too has the same commitment to her customers that Tina has and I have to say thank you! I will continue to refer those customers to your company!"

Jesi Miller, with Craigs Appliance of Lewiston, said: "I work with Mike Everett for both my business insurance and personal health insurance policies. Mike always puts forward an extra effort to help me get things taken care of and helps me to understand everything. He even came in the office from his vacation because I was having problems. Mega kudos to Mike!!"

Shannon Kenyon, of Lewiston, said: "Thank you, Lori Chapman (Personal Lines Agent), for your speedy, efficient assistance. Glad to be working with you! Very satisfied."

Donna Stratton, with Community Action Partnership in Lewiston, said: "I simply want to pass on how easy it is to work with Renee Wassell (Commercial Lines Customer Service Agent). Her positive attitude and quick responses makes my job much easier. She is definitely an asset to your agency in customer service!"

DeeLee Mendenhall, of Lewiston, said: "My family has been with American Insurance since 1980 and have always had outstanding service and products. Now that I am turning 65 and needed help with signing up for Medicare, Dave Root helped me get through the online paperwork and it was a piece of cake! Thanks for all you have done for me and my family over the years. Dave can never retire! Thanks again.

Max Mohan, of Farmington, WA, said: "What an incredible experience, past and present being a customer of American Insurance. Actually they're the folks behind the company, who have my back. John Sullivan, son of 'Sully', continues the tradition that the customer comes first. John saved me some money. More importantly he took the time from his busy schedule to do a deep dive into my account and to explain the hows and whats of my policy. I'm in good hands!"

Bob Deal, with LifeFocus Financial Advisors in Walla Walla, WA, said: "Tina - Not to embarrass you, but you might be the best insurance agent on the face of the planet. You are super responsive when I call or email and are always willing to put up with my long list of questions. I hope your boss knows how good you are."

Steven Branting, of Lewiston, said: (Very Satisfied) "I can depend on Tina to sort through my options and laser in on the important issues. I come in knowing what I want, and Tina's expertise makes things happen."

Adrian & Evelyn Burd, of Kennewick, WA, said: "(After we moved) we had expected to move our insurance to a local agency and we did attempt to do so. They couldn't beat your rates and I know we couldn't match Tina's service. How much closer to your agent can you get then the telephone? Keep up the good service!"

Gina Sparks, of Lewiston, said: "Helen, our insurance service agent, is "the BEST"!! She helps keep our account correct and updated!! She is a definite asset to American Insurance. Thanks, Helen"

Andy & Wendy McConkey, of Lewiston, said:“Just wanted to give Tina a huge thank you in taking care of our needs. She is always quick to respond with quotes or extensions of coverage. We really appreciate the positive attitude and willingness to help. We have never regretted our move to AMERICAN INSURANCE. We look forward to many more years of excellent service. Keep up the good work Tina!”

Marilyn Glaze, of Orofino, ID, said: Tina, this note of thanks just can’t convey the gratitude that’s sent your way. But may these words somehow express thanks for your care and thoughtfulness! You are always there to get things done. I really appreciate you.”

Kerry & Sue Reed, of Lewiston, said: Helen, Kerry and I wish to say a special thank you for your help in savings us $$ on our insurance. With Kerry now retired, any savings is oh so helpful. You are so awesome & we appreciate you so much. You are why we have stayed with AI all these years!

Jared Helm, of Coeur d’Alene, ID, said: "Lisa Gludt is the most amazing receptionist ever!!! Every time I call to make a payment Lisa talks to me with such a high respect and energy within her voice. I never feel like I am a burden to her day! There is something about the way she answers the phone that makes me feel close to your company. I do not say this often; however, I can say that because of Lisa I have stayed with your company. I am glad to inform you that every interaction I have had with Lisa has been positive."

Lynette Goodson, with Goodson Plumbing in Moscow, ID, said: “I just wanted you to know that Lesha is wonderful, does an excellent job for our company. She answers all our questions. She doesn't make me feel stupid when I ask her questions. She is efficient and does what she says she is going to do. She gets back to us very promptly. We do appreciate all her hard work and wanted to let you know that she does an excellent job. We are thankful for Lesha and all the wonderful service she provides us for your company.”

Tyler Randall, of Lewiston, said: Tina, was great help. She put everything together and made it so simple to switch to American Insurance.

Rod & Michelle Smith, of Lewiston, said: Helen, thank you so very, very much for always watching out for us & ensuring us the best price & best coverage. I always tell friends & family how great you guys are & hope for more business to come your way.”

Kelly Price, of Pullman, WA, said: “I was completely freaked out, when a huge wind gust, blew my car door out of my hand, and into the car parked next to me at our local Walmart. I called American Insurance at once, and talked to Dina, ( I totally love all the ladies at American Insurance ) but, on this day, I had the pleasure of talking to Dina. She was very personable, and understood that I was upset. Dina reassured me that everything would be taken care of, and not to stress about my situation! That evening, I had phone calls from the gentleman I hit insurance company, and my insurance company. Lastly Dina called me again, to make sure everyone called me, and she also asked me how I was doing. Wow, what great service I had received from American Insurance. The American Insurance that I use is in Moscow, Idaho, and I will never switch to another insurance company! Thank you American Insurance and Dina for making a bad situation into a wonderful experience!”

Jennifer Sharp, of Moscow, said: "Thank you Helen. Darren and I really appreciate the fact that we can always trust you to follow up and handle our matters. You are great. Thanks again.”

Dennis Deccio, of Moscow, said: “My pickup was recently rear ended. Farmers was the company used by the guy that hit me. I met with Jenni at the Moscow office of American Insurance several times and she was absolutely wonderful. She even called Farmers herself to get them to move. Also, she is handling claims from wind damage done to my home last winter. Fast, efficient and always with a smile. Jenni is a "keeper"! A pro with a smile. You can't beat that! She obviously enjoys helping people.”

Julia and Richard Akin, of Genesee, ID, said: “I am very satisfied with your customer service. Every time we have spoken with Tina we have received excellent service:)”

Nikki Ausman, of Clarkston, said: “Once again Tina has saved my butt!! I didn't open my mail for about a week, missing my cancellation policy notice on our boat. Tina called me while I was out of town, got my credit card number and I was reinstated before I hung up!! She is the best ever!! Love that woman!!!”

Molly Hierschbiel, of Moscow, said: “We have received timely information, pleasant, personal service and dependable return calls no matter who we are dealing with in our Moscow office. Great, friendly, local business.”

Gina and Bob Sparks, of Lewiston, said: “My husband, Bob Sparks, loves to buy vehicles, fix them up and resale them. Because of this we are constantly in contact with Helen - who has always worked on our account. Every time I call Helen, either to add insurance or to delete it, she always does what is needed in a very timely manner. I never have to call twice, either!! In this day of "working with the public" other companies that I have dealt with have that "I could care less about you" attitude. Helen always greets me with a joyful voice and I automatically smile when I call her. She is definitely an asset to your company. I am glad we have all of our vehicles and house with your company. I don't even look for better rates because I am very happy about the way I am treated. Bad customer service can ruin a good company. I am glad that excellent customer service is appreciated by your company. Your customers are important to you and it shows especially when management does want feedback!! Thanks again, Helen!”

Carrlea Fauver, of Lewiston, said: “John, I just wanted to send you a quick note to give Kudos to one of your employees. I’ve been working with Tina Heitmann on several changes to home and auto policies, and I just want to say that her customer service skills are amazing! Her response time is so quick and she is so friendly. I had thought about going with a different company but because of her service I am sticking with your company. I can honestly say that I’ve never experienced such wonderful customer service from any company I’ve ever dealt with before. Please give her a “pat on the back” for me!”

Katie Crowe, of Salem, OR, said: “Thanks again Tina and I want to tell you that even though our plans changed about retiring back to the valley this summer, I am so glad I still get to have you do our insurance. It is so nice to have an agent who knows me by name when I call and can recognize me when I occasionally come in the office. I have always been very satisfied with the service for our vehicles and houses. You have been wonderful to work with.”

Lynda Irish, of Lewiston, said: “Thanks again for all of your hard work. You are a perfect example of why we would never go with Geico or one of these internet outfits!”


Submit your own Customer Service Comment online here!

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The content of FAQ articles are general in nature and are not intended as a substitute for professional legal, financial, or insurance counsel for individuals. Insurance coverage forms vary by issuing company and by state. For specific advice contact us.

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Lewiston office
55 Southway Ave
Lewiston, ID 83501

Moscow office
203 E 3rd Street
Moscow, ID 83843

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