annual report - American Family Insurance

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American Family executives Jack Salzwedel (left) and Dan Schultz at an American Family Insurance care center in Madison, Wis.AMERICAN FAMILY INSURANCE | 2011 ANNUAL REPORT
DREAMSCOME IN MANY SIZESFor thousands of residents in Joplin, Mo., theirdream is to get back to the lives they once had,before a massive, powerful tornado turned theirlives upside down.American Family Insurance is in the business ofprotecting dreams, every day of the year. To be thebest, you have to work harder, come up with betterideas and care about your customers more than theother guys. The people in Joplin lost their homes,businesses, possessions and their hope. AmericanFamily was there to help them put their lives anddreams back together.Our customers are seeing the results of ourcommitment to being the best. In 2011, AmericanFamily earned the top ranking in the J.D. Power andAssociates measurement of customer satisfactionwith the auto insurance shopping experience. Thataward mirrors our own measure of customersatisfaction, which reached a record high in 2011.demonstrated by our agents and employees offeringcomfort and assistance in times of extreme duress.Many American Family personnel set aside their ownlives for weeks or months to be on-site in Joplin.We’re glad to report our customers and the greaterJoplin community are well on the way to recovery.We hope you find inspiration and meaning in thesenarratives and images from Joplin. While you maynot live anywhere near “Tornado Alley,” you rely onus to protect your dreams from many insurancerelatedperils. American Family Insurance was up tothe challenge in 2011, and we’re pushing ourselves tofind better ways to serve you in 2012 and beyond.Jack C. SalzwedelChairman and Chief Executive OfficerBoth of us had the opportunity to visit Joplin,witnessing firsthand the outpouring of concern froma wide spectrum of society. We found affirmationof American Family’s customer-centered valuesDaniel R. SchultzPresident and Chief Operating Officer3
Page 6: REBUILDINGOUR CUSTOMERS’ DREAMSWh
Page 9 and 10: FORTITUDERESTORING TRUST,MAKING GOO
Page 11 and 12: American Family Insurance GroupCONS
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Page 16 and 17: American Standard Insurance Company
Page 18 and 19: 2012 OFFICERSJack C. SalzwedelChair
Page 20 and 21: AMERICAN FAMILY PRODUCTSSome produc

annual report - American Family Insurance

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