On April 25, 2016, Kelly Long rushed home, excited to try her sister’s new empanada recipe. Kelly made the dough and put her own spin on the fillings. She heated the oil on the stove and prepared to fry the pastries.
Then she removed the lid from the pan of grease, and flames leapt from the pan. “That was the end of my dinner,” Long jokes. But the fire damaged more than just dinner.
Her kitchen hood melted, and the grout and backsplash near the stove discolored and warped from the heat. The scent of acrid smoke filled her house, and the cabinets singed from fire. Hearing the smoke alarm, an enterprising neighbor ran to Kelly’s house, and put out the fire… by throwing the pot of grease all over the brick and stone pavers outside of her house.
She felt shocked. As a first-time homeowner, she had no idea what to do. That night, she tried to clean things up a bit, but it was a lost cause. She needed professional help.
Not knowing where to turn, she relayed her story to a coworker the next day. The coworker recommended that she call her homeowners insurance company.
Kelly called Plymouth Rock, and the next day Monica, a Plymouth Rock representative, arrived on the scene to assess the damage and help Long through the process.
Plymouth Rock trains all their representatives to have a customer service orientation, and that means going above and beyond customer expectations – especially when dealing with claims.
When Kelly showed Monica the damage, Monica asked helpful questions, and she knew what damage to consider. As Monica asked more questions, Long grew to trust her.
Repairing the damage involved calling a cleaning crew, which Monica did as soon as she finished assessing the damage.
Monica promised that if Kelly needed help, she would get back to her right away. And Monica delivered.
In addition to connecting Kelly with the appropriate resources to clean up the mess, the Plymouth Rock Team spearheaded the initiative to work with the homeowner’s association and their insurance company. Since the damage spilled (literally) onto the brick pavers outside of Long’s covered area, the homeowners association was responsible for cleaning it up.
But Kelly felt ill-equipped to deal with so many different insurance companies, and she worried that she wouldn’t be made financially whole by the other insurance company. Monica and the Plymouth Rock team took care of the discussions – and more importantly, they took care of Long.
They happily kept Long up-to-date with the progress on her claim, and Plymouth Rock dealt with the messy situation. After the fact, Long reported, “I had zero stress, no headaches, a little fear (but Monica helped me through it). I’m so happy I went with Plymouth Rock Insurance!”
Within a week, Long received a check that would allow her to make repairs and replace damaged items.
The Plymouth Rock team helped her understand the check. They reminded her of her deductible, the damage that Plymouth Rock covered, and the damage that the association covered. They made sure that the amount on the check made sense to Kelly.
Some insurance companies cut a check, but never bother to explain the claim to their customers. Not Plymouth Rock. It is a point of pride that they teach and comfort their customers in the midst of a claim.
Do you trust your homeowners insurance company to provide you with the resources and education you need to move forward? If not, consider insuring through Plymouth Rock. Plymouth Rock offers more than insurance – they offer peace of mind.
Plymouth Rock offers auto, home, renters, condo, umbrella, and commercial auto insurance to residents of New Jersey, Massachusetts, Connecticut, and New Hampshire. They also partner with customer-oriented regional insurers around the country to provide coverage wherever you live.