Dear Mr. Watson,
CLAIM AL54323432–-STORM DAMAGE TO ROOF
I received a cheque for $623 dated 26 January in payment of my recent claim(索赔). However, I wish to tell you how upset I have been by the way your Claims Assessor, Mr. Michael Tan, handled this claim.
When Mr. Tan first called me, he specifically told me that he believed I had been overcharged, and he would expect to pay that price for work on a double garage, rather than a single garage like mine. Mr. Tan suggested that I neither use nor remend this contractor again. He continued to tell me it was unlikely for me to receive full payment. Never during this conversation did he mention that the reason for not receiving full payment was because of the nature of my insurance policy.
Consequently, I wrote to Mr. Lance Ashe to plain about his pricing, stating that I was very upset thinking that he could have taken advantage by overcharging a 73-year-old woman. Mr. Ashe telephoned me immediately and explained his charges in detail. He later reported back to me that Mr. Tan explained that I would not receive full payment because of the type of policy I hold, which does not cover wear and tear. This was the first time this issue had been brought to my attention, so you can imagine my surprise.
When I received Mr. Tan’s letter of 2 February, this situation was explained. If this had been explained in the first place I would have accepted it and would not have questioned Mr. Ashe’s charges. Instead, by telling me initially that I had been overcharged for this work, he caused a great deal of upset, not only for me but also for Mr. Ashe.
I believed this claim was handled badly by Mr. Tan from the beginning. Therefore, a great deal of embarrassment has been caused over this issue.
I felt you should know how disappointed and upset I am. I trust you will look into this and ensure that such claims are handled more appropriately in the future.
Yours sincerely,
Mrs. Richard
【小题1】The author writes this letter to .A．inform the manager of a paymentB．plain about a mishandled caseC．demand an apology from Mr. WatsonD．require the manager to fire Mr. Tan【小题2】The underlined words “the contractor” in Para.2 refer to .A．Mr. TanB．Mrs. RichardC．Mr. AsheD．Mr. Watson【小题3】The author could not receive full payment because .A．her policy doesn’t cover some of the itemsB．the contractor overcharged her for the workC．Mr. Watson doesn’t take the matter seriouslyD．she spent too much money fixing her garage【小题4】We can learn from the passage that Mr. Tan works in a/an .A．welfare organizationB．nursing houseC．local affairs officeD．insurance panyB
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(答案→)B
解析：文章大意：Nrs. Richard 抱怨Mr.Tan,因为他在处理保险索赔时出现不当。
【小题1】B 主旨大意题。 根据最后一段“I felt you should know how disappointed and upset I am. I trust you will look into this and ensure that such claims are handled more appropriately in the future. ”可知作者觉得很失望，作者信任的人没有适当的解决问题。故B正确。
【小题2】C 词意猜测题。根据第三段“Consequently, I wrote to Mr. Lance Ashe to plain about his pricing, stating that I was very upset thinking that he could have taken advantage by overcharging a 73-year-old woman.”可知；表明与作者定价的Mr.Ashe，那么订立合同的也是Mr.Ashe。故C正确。
【小题3】A 细节理解题。根据第三段“He later reported back to me that Mr. Tan explained that I would not receive full payment because of the type of policy I hold, which does not cover wear and tear.”可知A正确。
【小题4】D 推理判断题。根据第一段“I received a cheque for $623 dated 26 January in payment of my recent claim(索赔).”可知表示索赔，所以判断这篇文章跟保险索赔有关。故D正确。