Customer Letter 1:
Over the years, I have often wondered why I was paying these premiums for homeowners insurance and whether it was truly worth it. I often asked myself, “Will this company be here when I need it?”

Well, I recently found out that you are an honorable company that keeps its commitments, staffed by friendly, knowledgeable employees who really care. A couple months ago, I carried a leaking can of paint through our house. By the time I noticed what I had done, all the carpets were ruined. Needless to say, this was a very bad experience.

It occurred to me that perhaps our homeowners policy would cover this even though it was entirely my fault. My agent directed me to your claims office where I spoke with a very gracious lady who assured me that we were covered and then proceeded to take charge of the whole problem. She contacted a carpet company in our area and within two days, a fellow came and measured what we were going to need and invited us to his showroom to pick a replacement carpet.

Since the Christmas holidays were upon us, we agreed to wait until early January for installation. While waiting, we received two phone calls from the adjuster making sure we were okay with the delay. Every person who had a hand in this project was a courteous professional. Your company has clearly assembled a winning team. The adjuster did a great job and clearly understands how to hold on to customers. Please give her my warmest regards and nail her shoes to the floor so she can’t escape. My sincere wishes for many years of success.

–Customer’s name withheld

Customer Letter 2:
I wanted to take the time to let you know about the experience I had with your company. Our house recently sustained water damage. I contacted Encompass to file the claim. Even though it was a Sunday, I heard from my adjuster that day. He told me that he had been assigned my case and would follow up with me the next day when he had more information. He was very flexible in working with my schedule to come out and inspect my house. I felt like he was very thorough and was willing to work for my best interests. He was very good about checking on the status of things and suggesting ways to handle situations. I felt like [I was put] in contact with an extremely helpful person to help me during this trying time. I would not hesitate to recommend your company to anyone who might need your services.

–Customer’s name withheld

Customer Letter 3:
I would be quite remiss if I did not take a few moments to commend one of your claims adjusters for providing the best service I have ever received from an insurance company. The adjuster is one of the most sincere, compassionate professionals with whom I have engaged and is a true asset to Encompass Insurance. I was in a bad accident while on a road trip. I needed to get resolution very quickly regarding the disposition of my car, towing issues, a rental car and next steps. I was on business travel and made some very demanding requests to ensure that all outstanding issues could be addressed so that when I left, everything I needed to do to complete the claim process and buy a new car was in motion.

The Encompass adjuster was not only amazingly helpful and sincere in his desire to take care of me in this emergency situation, but he succeeded in calming down a customer that anyone else might very well view as their worst nightmare. He was effective and truly concerned about my well being.

I understand how bureaucratic large companies can often be and that claims adjusters handle hundreds of calls a day. My claim adjuster is gifted in his mannerisms and communications skills and really knows how to get things done. His focus on customers is admirable and remarkable in a time when customer service has waned in most service industries. I cannot thank him enough for the way he stepped up to a challenging request to expedite things so I could continue my business travel with minimal disruption. I hope that you recognize what an exemplary employee he is and how positively he reflects upon Encompass. He deserves to be acknowledged and rewarded for such outstanding customer service.

–Customer’s name withheld

Customer Letter 4:

After I had an accident with a deer, I immediately filed a claim. The next day, the adjuster called and agreed to come to my home to check the damage and complete an estimate. He came on time, and after the inspection he did all the paper work about the price regarding my car. I was impressed when he talked like a friend and teacher to me.  He discussed driver safety and urged me to be very careful when driving. He showed kindness, honesty, intelligence and patience with me. It’s clear he loves his job and works very hard to be sure customers are happy with Encompass Insurance. Please send my best regards and appreciation to him.

Customer Letter 5:

We would like to thank you for the wonderful way that you handled our claim. You made a devastating experience a little easier to recover from. When a family is hit with a personal disaster as we were this past spring with the flooding in our basement, it can be very emotionally draining. We lost a lot of personal and professional items along with the damage done to our home. You returned our phone calls promptly, sent us the necessary paperwork in a timely manner, and kept in touch with us to see how things were going. The recovery process went so smoothly.