Customer Service Award

Customer Service Award

Riverstone Insurance was presented the “Customer Service Award” at the Canmore Business & Tourism Gala on September 21, 2015 by the Alberta Treasury Branch.

The following is the submission for Nomination by
ProStar Restorations Jodi Scarlett .

Customer Award Photo
ProStar Logo

September 11, 2015

Re: Riverstone Insurance Nomination for customer Service Award

On Saturday, June 27, the morning after the gas line explosion rocked the town of Canmore, I received a call from Vicki Young from Riverstone Insurance asking for support; in assisting her clients recover from the damage to their properties.

I arrived to Canmore to find Vicki as well as her office manager Kate, in the office bright and early on Saturday morning. They had pulled a list of every insured in their data base within a 3 block radius of the explosion. By early morning they had already contacted each client by phone to enquire on the impact of the explosion and their needs. Claims were opened the same day and the insurance process was rolling.

Vicki then proceeded to personally visit each impacted property owner herself. She was friendly and helpful making sure that each client’s immediate needs were triaged. This ranged from making sure one client, who’s garage door wouldn’t open after the blast so she could get her car out of her garage to ensuring other clients who were closer to the blast site had been able to secure emergency accommodations.

The service did not end here. Vicki visited the town officials who had a triage site set up outside the Seniors Center and provided water to all the residents, volunteers and town officials.

When the site opened, Vicki was personally on site and made sure that all home owners (many of which were not even her insured’s) had some additional items they needed such as boxes and checklist of emergency supplies they should retrieve before leaving their properties before they left for alternate accommodation.

Vicki worked tirelessly all weekend, Saturday and Sunday, helping out however she could. She performed all kinds of tasks from helping her insured’s pack boxes of belongings they needed to leave their homes to using her PAL license to safety transport some of her client’s fire arms. Her presence on site provided so many people comfort in knowing the their insurance actually had a live person present on site who was responding to their needs and making sure things would move forward smoothly.

After the immediate needs died down, Vicki continued to go above and beyond on the service front. One client who was displaced from her home had been growing large elaborate planters in her yard for months leading up to the explosion in preparation for her son’s wedding they were planning to host in the back yard. The client was devastated that her planters may die not being attended to at the property during the upcoming months of clean-up and repairs. After learning of the, Vicki made emergency calls to the insurer and arranged coverage to have the planters transported to an alternate location at a friend’s property where they could be cared for over the balance of the summer. When the client was unavailable to meet the truck for the flower delivery, Vicki left her office and met the truck to ensure the flowers arrived safely.

Vicki has followed up each week since the explosion personally to ensure that appropriate progress is being made on her insured’s repairs and to ensure the insurance process is moving along smoothly.

I have worked in the insurance restoration business for 14 years now, and in my time I have never seen an insurance broker that became so involve in servicing her clients in an emergency situation. From opening her office on weekend hours to contacting clients to enquire on the need for a claim before even receiving a call to personally helping on the emergency site to ongoing follow up on meaningful details after the event, Vicki has truly gone above and beyond.

I hope you will consider her for this award for which I believe she is most deserving!


Jody Scarlett – President
ProStar Cleaning and Restorations Inc.