Last month, a customer called me a hero. Tonight, I’ll talk to someone else who considers me a hero.
I’m working a catastrophe event in central Illinois, where an extremely powerful tornado smashed through Washington and nearby communities the morning of Nov. 17. You may have seen stories in the news as it drew national and international attention.
I started out in American Family’s Kansas City property claims office in 2008. In the next few years, I assisted at a number of catastrophe responses, and this sort of work appealed to me for various reasons.
For one thing, I like to see different parts of the country. I also like to meet people. And the team atmosphere is very strong – if I need information or the benefit of someone else’s perspective, I’m comfortable calling anyone on the team.
So, in 2011 I successfully applied for a job with the field catastrophe team. I love my job! You might think it would be depressing to go from one disaster to the next, but it’s quite the opposite. I’m a people person. Being able to meet someone face-to-face, and to offer comfort (or even a hug, if it’s needed) gives me a good feeling.
I arrived in Washington on Monday, Nov. 18, the day after the storm. It’s an incredible scene, when an entire community is challenged like this. You have people walking up and down the street, asking their neighbors or total strangers if they need a hand. Churches and other volunteer groups work long hours providing food, water and other needed supplies. There’s just this positive vibe all around you, as the community joins hands in the healing process.
I met with a customer in East Peoria, Ill., Wednesday, just down the road from Washington. About one-third of her home’s roof was torn off, and the inside was littered with drywall and insulation. Like many of us would be after experiencing such trauma, she was devastated and had trouble communicating with me.
We talked, we laughed, we hugged. As our customer started to open up a bit more, she shared that she had a hard time envisioning how her life would ever be the same again. And with the holidays just around the corner, those feelings of despair and helplessness were only magnified.
I was able to comfort her and help her to understand and believe that everything will come back together for her again. The roof will be rebuilt and the interior will be restored. Won’t be in time for Thanksgiving, but the contractor’s timeline may allow for Christmas at home.
“You’re my hero!” she exclaimed.
And that’s what I do for a living. That’s how I support my family, that’s what makes me feel like this is the right job for me. It looks like we’ll be here through the Thanksgiving holiday, teaming with the local and field claim units to get our customers back on their feet again.
The tough part is calling home to Kansas City every night. My daughter, Zayla, 7, demands to know, “When are you coming home, Mama?” My son, Zion, is only 3, and he’s just happy to hear my voice.
Someday soon, I will walk through that door, and get the chance to be a face-to-face mom again. That’s when I’ll really be a hero.
*** Jehanna is a Catastrophe Property Claim Field Adjuster for American Family Insurance.