American Family Insurance Customer Service Representative Reviews

Updated 18 May 2020

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3.8
71%
Recommend to a Friend
34%
Approve of CEO
American Family Insurance President & CEO Jack Salzwedel
Jack Salzwedel
17 Ratings
  1. Helpful (3)

    "Good pay, but company is making alot of changes"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Phoenix, AZ
    Neutral Outlook
    No Opinion of CEO

    I have been working at American Family Insurance full-time for more than 3 years

    Pros

    Good pay Can work from home after certain amount of time and depending on stats. Amazing benefits FMLA

    Cons

    Lots of changes More like micromanaging Some people in corporate office he think they are superior Office manager has favorites They do not honor seniority at all

  2. "Corporate Life"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Corporate Customer Service Representative 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at American Family Insurance full-time for more than 3 years

    Pros

    So many great things about this company! Full benefits the day you start, transparent managers and big wigs, monthly meeting where you can express your thoughts and ideas and are actually heard, amazing leaders, a real family feel to the whole company.

    Cons

    Shift bidding is probably the only con. I don’t like that I can’t keep a shift I’m on unless I rank well enough for it

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  3. Helpful (1)

    "Csr"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Denver, CO
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at American Family Insurance full-time for less than a year

    Pros

    Would provide training if you wanted to be an agent

    Cons

    No benefits working for independent agency

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  4. "Best job ever"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Bonney Lake, WA
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at American Family Insurance full-time for less than a year

    Pros

    Its like family. My agent is amazing and trained me well. She is always there and helpful.

    Cons

    None i can think of

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  5. Helpful (3)

    "Customer Service Representative"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative 
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at American Family Insurance full-time for more than a year

    Pros

    To add clarification to this review, I didn't work for American Family corporate. I worked for an American Family agency. I believe there is a major difference between the two. The small environment was fairly quiet and calm. Also, it was not very stressful. There is an opportunity to learn a lot about insurance, which can open doors to a career in a corporate insurance environment. Campaigns, in which agents attempted to meet certain sales goals, created an incentive for employees because agents will typically provide bonuses if the goals are met.

    Cons

    When working for the agent rather than corporate, all the training an employee receives is provided by the agent. Therefore, the quality can be great or poor. The agent doesn't pay based on what is deserved/quality of work. Pay is based on what the agent can afford, which varies depending on the size of the agency and how established the agency is. If the agency is small, the agent tends to pile on more and more work as he or she wants to take time off. Suddenly, the job role expands, but pay does not. When working for an agent rather than corporate, the agency doesn't provide employer sponsored health insurance. Also, vacation does not exist until the employee has been with the agent for 1 year. Even after a year, PTO is very minimal. There is a tendency for employees to become very close with the agent, who is their boss. This may seem great, but the relationship can become too blurred. For example, I found that I could not take a day off without providing a reason why. Whereas, in a corporate environment, PTO days are given and can be taken by employees without any reason other than an employee wants to be off.

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  6. "Awesome"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Service Representative 
    Recommends
    Positive Outlook

    I have been working at American Family Insurance

    Pros

    He's friendly, nice, and easygoing!

    Cons

    None! The job with Wally is enjoyable and rewarding.

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  7. "Licensed Customer Service Agent Representative"

    4.0
    • Work/Life Balance
    • Career Opportunities
    • Compensation and Benefits
    Former Employee - Customer Service Representative in Xenia, OH

    I worked at American Family Insurance full-time for more than a year

    Pros

    Protecting dreams of customers through appropriate insurance needs. I enjoyed helping others.

    Cons

    Difficulty with some terms and conditions of products.

  8. Helpful (2)

    "Good place for beginners"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    Former Employee - Customer Service Representative in Appleton, WI
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at American Family Insurance part-time for more than 5 years

    Pros

    Good place to start into the insurance business

    Cons

    Lack of training - independent agents don't appreciate the staff for all that they do

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  9. "Decent Company, Poor Pay"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Auburn, WA
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at American Family Insurance full-time for more than a year

    Pros

    There was some flexibility to work from home.

    Cons

    Highly dependent on which agency you work for, however there is a lot of disconnect between the agencies and corporate management. Very low wage, little room for increasing pay, and little to no perks.

  10. Helpful (2)

    "Csr"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Saint Louis, MO
    Recommends
    Positive Outlook
    No Opinion of CEO

    I have been working at American Family Insurance full-time for less than a year

    Pros

    Extremely busy. No two days are the same. Continuously learning. Honesty makes a salesperson a good sales person as well as Morales and ethics.

    Cons

    Working for an agent requesting you to do unethical things such as sugar coat major screw ups. Throw the CSR under the bus.

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    American Family Insurance Response

    February 6, 2017Talent Acquisition Representative

    Thank you for taking the time to share your concerns. At American Family, our Vision is to be the most trusted and valued customer-driven insurance company. We’d like to know more about your experience and would like to encourage you to report your concerns to our EthicsLine. You can make a report anonymously, 24/7 by calling 1-877-77AMFAM (1-877-772-6326). Thank you again for your review.

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