Customer voices from the California wildfire recovery
As recovery continues, customer feedback helps us understand what matters most: clear, regular communication and responsive, seamless support.
State Farm® has been helping Los Angeles customers recover and rebuild since the devastating January 2025 wildfires. We've handled more than 13,700 claims and paid more than $6 billion to customers.
But numbers do not tell the full story.
The comments below were shared with State Farm by California wildfire customers through letters, emails or claim-experience feedback. They reflect individual experiences, not every customer’s experience. Every claim is unique.
Continuing to listen
All customer feedback – positive, negative and everything in between – gives us an opportunity to listen, learn, improve and better serve those who count on us. Customers and the public may email Axel Del Cid, Vice President California Customer Relations for State Farm General, at CAWildfireCustomerRelations@statefarm.com.
Being proactive
“Dawn was fair, thorough, and transparent throughout the claims process. She scheduled regular update calls, followed through on what she said she would do, and was always responsive when questions arose. Most importantly, when an issue came up, Dawn addressed it. She picked up the phone, reached out, and worked to find a solution rather than letting things sit unresolved.” | A human touch
“Darren has been such a steady and caring presence throughout our claim process. Yesterday he met with me in person to hand over our benefit check himself. That gesture meant more to me than I can easily put into words. It was a beautiful, human touch in what can often feel like a large and faceless process, and it told me he genuinely cared.” |
A steady presence“What sets Charles apart is… he made himself available, met with us in person, and worked tirelessly to help us understand and navigate each step of the process. Over time, he became far more than just our claim specialist – he became a steady, trusted presence during one of the hardest chapters of our lives.” | |
Clear explanations
“During an incredibly stressful and uncertain time, Anthony was consistently accessible, courteous, and responsive. No matter how many questions I had or how complicated the situation became, he took the time to explain each step clearly and ensured I felt supported. It was clear that he was not simply processing a claim, but actively working to ensure that my situation was understood and addressed fairly.” | Treating every detail with care
“What stands out most is Brant’s exceptional professionalism and his remarkable attention to detail. He doesn’t just manage a claim; he handles the human side of this experience with immense grace and patience. We have been particularly impressed by his willingness to treat every detail with care, logic, and unwavering dedication.” |
Step-by-step support“When our forever dream home burned in the Palisades Fire our devastation was complete. But immediately we were thrown a lifeline in Toby our adjuster. He was incredibly responsive and helped us, step by step through the process. He is a one of a kind soul that we are so grateful we had the good fortune to work with in the most difficult of circumstances. In an industry where it can be perceived as the customer is constantly getting the short end of the stick, Toby helped us move forward with peace of mind." | |
About State Farm:
For over 100 years, the mission of State Farm has been to help people manage the risks of everyday life, recover from the unexpected and realize their dreams. State Farm Mutual Automobile Insurance Company and its affiliates are the largest providers of auto and home insurance combined in the United States. Its more than 19,200 agent offices and over 62,000 employees serve over 96 million policies and accounts – including auto, fire, life, health, commercial policies and financial services accounts. Commercial auto insurance, along with coverage for renters, business owners, boats and motorcycles, is also available. State Farm Mutual Automobile Insurance Company is the parent of the State Farm family of companies. State Farm is ranked No. 32 on the 2025 Fortune 500 list of largest companies. For more information, please visit http://www.statefarm.com.