The Wild Fires in August 2003, were a frightening experience for the people of Kelowna. Despite private fears and concerns for their own property, our local Claims staff displayed efficient professionalism and compassion for our customers’ needs. We are proud of how they responded to those needs and wish to celebrate their efforts, by sharing a letter with you from a grateful client. Brian & Caryl
McCabe February 11, 2004 Mr. Brian Speirs Dear Mr. Speirs: As residents of Crawford Estates in Kelowna, we were a part of the late night evacuation which occurred the night of August 21, 2003 to escape the awesome firestorm that threatened our neighbourhood and our city. It was a night of chaos and confusion as we loaded the vehicles with our family of animals, and the photos, documents and treasures that could not be replaced. We left without knowing whether, or when, we would be able to return. The following week was spent, as evacuees, wondering whether our home had been consumed or damaged by the flames, as hundreds in our sub-division had. Seventy homes were completely destroyed. We were psychologically prepared for the loss, but delighted to learn that our home was still "up" (in the jargon of that terrible time) and that we could return home on August 29th, though the danger had not yet passed. The day was fraught with emotion, as we returned to begin the clean-up. Smoke, ash, water and spoiled food awaited most returning residents. You cannot possibly imagine the surprise we felt when the doorbell rang and representatives of Sovereign and a local restoration company were standing on our front porch. They could not have been more sensitive, helpful or efficient. They were attuned to needs that we had not even begun to recognize. Particularly, we want to acknowledge the efforts of [Sovereign's Adjuster] for their guidance and commitment to restoring our home and returning a sense of normalcy to our lives. Also, [Sovereign's Senior Adjuster], was most helpful in ensuring that Okanagan Restoration Services did everything possible to make our home comfortable and free from smell and residue of smoke. Between them arrangements were made to remedy all ill effects of the fire. Sovereign did more than we could have imagined to assist us in this traumatic period, and we certainly felt well-served by our insurance company. We have heard of many other residents who have not been as fortunate. Most of us have a tendency to criticize when things are not managed well, so we wanted to be sure that you are made aware of the fantastic job done by your staff in Kelowna during a very stressful and trying period. They and you deserve our grateful thanks. Congratulations on a job well done. Caryl & Brian McCabe cc: B.C. Claims Manager |