A fire broke out in Judith Kaufman's 44th floor condominium building in Chicago. Within minutes, her unit was filled with smoke. She contacted her COUNTRY financial representative once business hours started. Claims representative Sal Quiroz responded immediately, booking Kaufman a hotel room and providing her with emergency funds. Quiroz oversaw the cleaning and restoration of Kaufman's condo, which was completed within three weeks, much faster than other residents. Kaufman praised Quiroz and COUNTRY for their immediate and attentive response in helping her through the claims process after her traumatic experience.

1. When fire strikes, minutes count (788 words)
by Pam Lewis
Anyone living in Chicago quickly learns to tune out sirens and the constant rumble of
elevated trains.
That’s why sirens didn’t alarm COUNTRY client Judith Kaufman at 2 a.m. on Dec. 10.
The smell of smoke did.
A lower floor in her building was ablaze. Within minutes, she could only see 2 feet ahead
in her 44th
floor condominium. To reduce smoke, Kaufman laid wet towels at her doors
and tied a moistened handkerchief around her nose and mouth. She also let the doorman
know she was home.
She waited for help at an open the window with a Lake Michigan view.
Within 15 minutes, firefighters pounded on her door. They advised Kaufman to stay by
her window because flames and smoke filled the stairwells. For four hours, firefighters
checked on her regularly. So did a helicopter pilot who periodically flashed a spotlight on
her.
Firefighters weren’t able to save everyone. A woman on the 36th
floor died. The fire
started in her condo because the stove toaster oven was left on. The blaze was
extinguished by 6 a.m.
COUNTRY to the rescue
Kaufman waited until business hours to contact her COUNTRY financial representative
located near her central Illinois home. Chicago Claims Representative Sal Quiroz was
alerted shortly afterwards. He headed to Kaufman’s building and smelled the burning
stench long before reaching the barricades.
“The scene was still mayhem. The streets were full of people, fire trucks, ambulances,
construction vehicles and there was no control of the scene,” Quiroz said.
He headed inside. Kaufman was surprised to see a COUNTRY Claims representative
when she answered her door. Quiroz said she relaxed once he started walking her through
the claims process.
“I can’t believe he came here the very same day,” Kaufman said. “It didn’t occur to me
I’d need clothes and a place to stay. Sal booked a hotel down the block for me and
handed me money a check for some emergency needs.”
Booking a nearby hotel was no accident.
“Clients need to be comfortable and close to their homes. They need to check progress of
the work, keep an eye on things, get possessions they need,” Quiroz said

2. “When I assure clients we’ll take care of everything, they’re grateful. When I give them
my cell phone number and email address, they know I mean it.”
The cleaning crew, Midway Building Services, Qurioz arranged on his way to the scene
arrived shortly after him. They removed clothes from Kaufman’s apartment and delivered
a week’s worth of clean clothing to her hotel the next day.
Quiroz summoned a contractor to the condo before Kaufman left for the hotel.
Same-day response means everything
Work on the condo commenced that day. Kaufman was one of the first to have her
residence restored. Others residents wouldn’t return until six months later.
“Sal was in constant contact. He knew everything that was going on. He couldn’t have
been more responsive. He talked with all of the contractors and made sure everything got
done,” Kaufman said.
And a lot needed doing. There wasn’t a pair of socks or a makeup brush that didn’t reek
of smoke. Every drawer, canned good and piece of paper needed cleaning
Most dear to Kaufman’s heart is her doll house, a hobby she’s enjoyed 15 years. The
cleaning crew swabbed 10 rooms of miniature furniture and accessories with tiny sponges
they made especially for this project.
To Quiroz, no detail is too small. It’s simply how COUNTRY does business. He quickly
credits his co-workers, supervisors, the Warrenville Claims Office and others behind the
scenes, who ensure our customer service is top-notch.
“I’ve worked for two other major insurers, and I’ve never experienced teamwork like
this,” said Quiroz. “When I call my supervisor at 11 p.m., he picks up the phone. Did that
happen with my other employers? Lord no!”
New COUNTRY ambassador
Other condo owners noticed Kaufman back in her condo within three weeks.
“Everyone asks me who I have insurance with. I think I was the first to move back in.
I’ve told everyone in my building about Sal and how they should switch to COUNTRY,”
said Kaufman, a XXXXformer Vice Chancellor for Advancement at Purdue University.
who retired last yearKaufman retired last July.
Satisfied clients refer new business. Kaufman came to COUNTRY a year ago because
she wasn’t happy with her insurer. A friend recommended COUNTRY.
“I’m looking for superlative adjectives to convey how great I was treated. When I look
around and see what 399 other condo owners had to go through, all I can say is -- boy do
I appreciate Sal Quiroz and COUNTRY.”

3. People obviously remember same-day claims service response. “People who suffer these
losses are traumatized and need to see us right away. That’s what this fire taught me,”
Quiroz said. “If you wait one day, it’s like an eternity for clients.”