As a representative of State Farm, I am extremely disappointed with PBS, and the content and questionable reporting methods used in, “Home Insurance 9-1-1” (Now, Aug. 17, 2007).  As the nation’s leading personal lines insurer, we are committed to serving the needs of our tens of millions of customers – fairly, promptly, and efficiently.  Contrary to your report, real data and overall customer experience support our position.

Both the Now report and the Bloomberg magazine article from which PBS admits it derived most of its program content, present many inaccuracies and selective use of facts.

Now begins with a pledge to look into these “controversial practices widespread” in the insurance industry.  The term “widespread” in the above context is supported by nothing more than anecdotes and a handful of lawsuits.

We invite readers to visit State Farm responds to Bloomberg and PBS to learn more details about the extreme journalistic deficiencies in both the Bloomberg article and the follow up Now PBS program.

We sincerely hope any future PBS coverage of State Farm and the insurance industry provides much clearer context, understanding, and full disclosure.  Insurers come to the aid of hundreds of millions of policyholders every year.  A trial bar-peddled handful of recycled anecdotes and lawsuits should not, and do not, tell your viewers the true story.

Mike Fernandez
Vice President - Public Affairs
State Farm® Insurance