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| - The staff sets the standard for customer service.
My wife and I have several policies, all through Kelly and the Preston Grafton Agency... Home, Auto, Life, Business... everything. Nothing that we couldn't get from 10 minutes online with any other 1000 providers, or with a simple phone call. That'd be easy. What really stands out about this agency is their customer service, it is second to none.
When you call their office, you will get your call answered, by one of a handful of outstanding people that they hire... a PERSON answers the phone... no automated "Push 1 for claims... Push 2 for sales... " maze to navigate. When you talk to them, they are ALL OVER the issue you are having. Seriously. They explain options, review what was covered, follow up, and re-follow up. They never get impatient, they never let you slip through the cracks, they never leave questions unanswered.
Unfortunately, I've had to call their office for unfortunate incidents in the past. A few examples: A drunk driver drove through my property and heavily damaged some of my property. I called Kelly the next morning, sent her my security camera footage and she had a claim number AND an adjuster scheduled to meet me before the police had gotten me the police report or the driver's info! Oh, and Kelly personally took the call... while she was in the hospital... in labor!!!
I had to call the office another time while my wife and I were sitting in a closing for a house we were buying. Like most closings go, there are hiccups to iron out. I needed a document immediately from our insurance agent. Kelly took the call, as she stepped out of a wedding, to get us what we needed. I had the Certificate of Insurance in a few minutes from her office. No delay, no excuses that she was tied up... she gave me her cell number though just in case the calls didn't get forwarded from their office and we needed anything else that day.
Every single time I call, I am thankful that they take a few minutes to go over all our coverage, and to make sure we are covered. They advise, and we adjust as needed. This is very reassuring, especially when a kid texting on his cell phone runs though a stop sign and you t-bone him... after you get done being mad at him, you get your documents out to show the officer, and you realize you KNOW you're covered, and there won't be any delays getting you back on the road again.
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