I contacted American Family via the 1-800 to cancel my existing auto insurance policy on 7/17/19…read more I was advised that I would need to send an email to the agent at the local office in Lagrange, Georgia to have the policy cancelled. I sent an email to the email address provided. I followed up with a phone call to the Lagrange, GA agent Kelly Elliot on 7/26/19. I spoke directly to Kelly and she advised she had not received the 7/17/19 email. She sent me an email and asked that I respond with a request for cancellation. I did exactly as she asked shortly after speaking with her. Today, 8/6/19 I emailed Kelly again to verify that the policy was cancelled. I received a call from Kelly shortly after sending the email. Her message stated she needed to speak with me to confirm I wanted the policy cancelled. At this point I've spoken to Kelly AND emailed her twice about cancelling the policy so I'm more then a little frustrated. I returned her call this morning and communicated my frustration. Kelly then stated she had not received any email requesting cancellation. That's odd because that's what prompted her call to me at 10:57am this morning. She then stated she always wants to verbally confirm cancellation I said "Isn't that what we did on 7/26/19 when we spoke?" At this point she appears to be frustrated because it's obvious she failed to follow through after our 7/26/19 conversation and my subsequent email. Kelly Elliot was rude, unprofessional and hopefully not representative of what American Family stands for. SHE failed to do what she was asked to do both verbally AND in writing. Her rudeness was unnecessary and truly uncalled for. American Family might want to remind their agents they NEED customers to remain in business. I will expect the refund I am owed and requested on 7/17/19 to be immediately processed.

I recently switched to this insurance agency and Mickena Kendrick's and her staff are great. Very…read moreprofessional and very easy to get in touch with. My last insurance agency would keep me on hold for 15-20 min but this staff gets to work on my file on the first contact. I highly recommend this agency

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