Dear Ridge,

I want to thank you for all you did for us after our house fire. As you know we lost everything in the fire on March 30th, 2005. Even the foundation of the house had to be taken out because it was so severely damaged. Fortunately, no one was hurt by the fire.We called you the night of the fire and by the next morning we had a representative from Travelers Insurance at our house with a check in hand to help us through the next few days and weeks. On the second day the Travelers adjustor, who would handle our claim, came to our house with a copy of our policy for us and explained what coverage we had. He reminded us that we had a high-end-loss rider on our policy. I want to thank you for suggesting the rider to us some years earlier. If it were not for the rider we probably would not have be able to rebuild our house. We ended up using every penny of our coverage to rebuild which took 19 months. We are now back in our house and enjoying our home and property once again.

I also want to tell you how outstanding Travelers Insurance was. They answered our questions, helped us file our claims and provided all payment promptly. They couldn’t have been more helpful. I also want to thank you, Ridge, for the monthly calls you made to us to see how things were going and to see if there was anything you could do to help us. You obviously cared about us as individuals and well as customers.  Thank you for your compassion, it meant a lot to us to know you were there for us.

Lastly I want to pass on some lessons I learned from the fire that might be helpful to others. First, make sure there is a fire escape plan from all levels of your home. Our house was totally engulfed in fire within minutes and we could have easily been trapped on the second floor of our home. Second, have a designated meeting place outside and away from the house so that all the family members can find each other and all can be accounted for. The fire department thought I was in the fire and they were very relieved to see both my wife and I together. Thirdly make sure you have adequate insurance coverage. I always took your advice and increased our coverage whenever you suggested. Thanks for taking such good care of us.