Member claim stories
A reflection of our commitment to service
Empathy in Action
When a member’s granddaughter was hit by a driver who ran a stop sign, the situation quickly became stressful—especially after the other driver reacted aggressively. Thankfully, no one was hurt, and their PURE adjuster, who is trained in Trauma-Informed Care, stepped in with empathy, compassion and hands-on support. He coordinated repairs, arranged a rental car, ensured the other driver’s insurer accepted full liability and kept in close contact throughout.
“The way our adjuster guided us through a stressful situation was incredibly impressive,” - Tim C, member since 2015
Going the Extra Miles
When wildfires impacted the Los Angeles area, our members were forced to evacuate their home that was directly in the fire’s path. Within one day of filing a claim, their adjuster was on a plane to L.A. to assess the damage, which turned out to be a devastating total loss.
Though the members understandably didn’t want to see their home, their adjuster recognized the importance of meeting them in person. Without hesitation, he drove four hours to San Diego to walk them through the process and answer their questions.
The members were deeply moved by how quickly their adjuster was able to make their lives easier during such a challenging time. Now, safely settled in a rental home with their two dogs, they are grateful for the adjuster’s ongoing support as they decide their next steps. They even sent him a heartfelt note and gift to express their appreciation.
Recovering from Hurricanes Helene and Milton
During severe weather events like Hurricanes Helene and Milton, our claims team proactively calls members to offer resources, advice and the assistance of a PURE Member Advocate®. These Member Advocates can offer emergency preparation services and begin the claims process for members if they have experienced a loss.
“How professional and compassionate, but that is PURE. We really do appreciate your concern.” - Steve T., member since 2009
Recovering from Hurricanes Helene and Milton
Following a power outage caused by Hurricane Helene, our members put their generator to use. Despite having been recently serviced, the generator caught fire and led to a devastating total loss of their home. Their adjuster was able to meet with them just two days later, and while the recovery will be long, they are settled in a nearby rental home so they can be involved in the renovations.
"It's been quite the journey, but you've all been great." - Celeste P., member since 2022
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A Scary Scam
One morning, a member’s computer screen flashed a warning that it had been compromised, with a phone number claiming to be Microsoft. After calling the number, he was told his account had been hacked and that $30,000 had been withdrawn using Bitcoin. The scammer convinced him that the only way to reverse the charge was by withdrawing $30,000 in cash from the same account, and depositing it into Bitcoin Depots, similar to an ATM.
Realizing he’d been scammed, the member contacted PURE. Luckily, he had PURE Starling®, an optional endorsement that provides coverage for losses caused by fraud and cybercrime. PURE reimbursed the full amount, and the member was grateful for the service provided by his Senior Member Advocate.
A Forever Friend in the Midst of Tragedy
A design defect in our members' outdoor fireplace resulted in a devastating home fire. As the fire raged, one member attempted to run back into the home to retrieve some valuable items while a backdraft was forming. He described what appeared to be a huge ball of fire barreling towards him as he opened the door. While he could have easily lost his life, thankfully, he was okay, and soon after, his PURE Claims Adjuster arrived to help.
Throughout the process of the claim, the adjuster and the members formed a special bond, one that can only come from a place of deep trust. Our members felt compelled to write their adjuster a heartfelt letter once the claim was settled, and to this day, they all stay in touch.
