Claims job is to work with the customer on an ongoing basis after a loss. Indeed, the agent’s job is to sell the policy, since if no policy is in force at claims time, State Farm cannot pay a dime to anyone. The perception which insurance companies have marketed to sell policies is that if a claim occurs, we’re “Johnny on the spot” and you’ll be made whole instantly. So while that approach may sell policies that is far from reality in a complicated resolution of a loss which will require estimates, contractors, city building department approvals, permits, inventories, purchase receipts and the like which take both the customer and the company a long time to resolve. That is why we have a claims department. In addition, any construction project is stressful since so many decisions have to be made which interrupt our daily lives.

Having been an agent for nearly 23 years, I can assure you that our corporate intention is to be a good neighbor. And that is truly more than a slogan. We work very hard to pay what we owe…not more, not less. Since I’m not licensed in Oregon, nor am I your agent, I cannot personally help you with your loss. Of course, State Farm is not perfect. (No insurance company could ever admit that and sell policies). Nevertheless, when you consider the alternatives to a good neighbor, you’ll find that we still do a very good job at making people whole after bad situations. That is how we got to be #1, a position we’ve maintained for many years. And that is why the press loves to rag on us. Their job is to sell too and if they can raise interest among 20% of the public by mentioning a person’s insurance company (State Farm) whether bad or good, they’ll sell more.

Finally, I encourage you to talk to your agent regularly. If 120 miles is too far, ask for a closer one. One of my biggest challenges as an agent is to get people to come in to review in advance of a loss. As you mentioned, most people don’t want to think about insurance. Then when a loss happens, they’re surprised at the result. The regular contacts with your agent will help to avoid those surprises, and then when the agent needs to get involved with claims, it is much more personal because you’ve both done the hard advance work. Please let me know if this analysis is helpful. –Frank Bliss, working hard to be a good neighbor every day.