Just weeks before closing on a new house in Pleasanton, CA, a series of failures by Winnie Wong's longtime home-insurance company nearly cost her and her family their entire deal. Three days before closing, Winnie found herself anxiously pursuing new insurance.
"I was frantic," she says. "But I found a local AAA Home Insurance agent through the Web site. As soon as I explained the situation to him, he said, 'I can see you're under a huge stress. I'll get this taken care of for you. Just give me a contact name at your title company and I'll straighten this situation out.'"
Three weeks earlier, Winnie had asked her original insurance company to provide a proof-of-coverage letter to her title company. When the letter failed to materialize ten days later, Winnie called again. "The same supervisor I had talked to previously tells me he's never seen my file and can't help me. And now we're just days from closing!"
As a longtime AAA Auto Insurance customer, Winnie knew that AAA also offered home insurance, but she hadn't previously had a strong incentive to switch carriers. AAA agent John Lozano changed her mind.
"John provided upbeat, prompt, and super-efficient customer service from the moment I called him," Winnie says. "He always delivered on his word, and that made me feel I could trust him. If he said he'd call me back the next day, he called the next day. If he said he was faxing something right away, I got it as soon as we hung up the phone. And when he told me he'd get the problems smoothed out three days before I closed on my house, he came through. He solved the mess without my even being in the loop."
Winnie, her husband and their two young children moved into their new home right on schedule. And when Winnie's younger sister bought a house two months later, Winnie made a recommendation. "I sent her to John for AAA Home Insurance. She couldn't be happier."
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