The Providence Mutual Fire Insurance Company

We acknowledge and thank you for your letter dated December 2, 2015. I received your letter on December 8, 2015 and immediately followed up with our in-house adjuster and left a message for [redacted] to contact me. Please note that our Insured’s claim was settled recently with a supplemental...

payment made based on receipt of an estimate for repairs from our insured. Our insured reported damage to their home due to ice dams on February 10, 2015. The loss as assigned out our in house adjuster and the damage was inspected on February 11, 2015. Payment was issued on February 12, 2015 based on the estimate for repair and our file was closed. On July 20, 2015 our Insured sent along two estimated for repairs that exceeded the original loss evaluation. Our in house adjuster followed up with one of the contractors who was unresponsive. Our insured was also aware of the difficulties and our Insured proceeded to secured an estimate from another contractor. That estimate was received here on November 17, 2015. The adjuster reviewed the estimate and did agree a supplemental payment was warranted. Please note that payment left our office on December 2, 2015. The supplemental payment reflects the difference in the original estimate and that submitted by the Insured’s contractor less the policy deductible and appropriate depreciation. An email note was sent along to our Insured, [redacted], on the evening of November 30th 2015. Our adjuster has worked with [redacted] (Mrs) [redacted] from the time their claim was received. I received a call from our Insured today and spoke with [redacted] who advised she had worked with our adjuster on this loss. Mrs [redacted] indicates she had not heard from us after submitting the new estimate and expressed some frustration as to the length of time it had taken to secure estimates, communicate with her and to finalize her claim. Mrs [redacted] also indicted the letters to you and our correspondence via email crossed in the mail. Mrs [redacted] indicated she had not received the supplemental payments as of yet would follow up with her agency for its status. Mrs [redacted] will schedule her repairs with her contractor and I also spent some time explaining the process for seeking the payment for recoverable depreciation. Our Insured was satisfied with the resolution of her loss. We at all times seek to provide the best in customer service to our policyholders and when questions or concerns arise our communication to our customers if very important to us. Should you have any further questions, please feel free to call me at [redacted]