BEYOND Excellent Customer Service

1Life EXCELLENT Customer Service Thanks to Mr Verchen Naidoo From the Client services department Managed by Gundo Mudau

After taking out a life policy with 1Life a few years ago I discovered that I was only covered for accidental cover instead of full cover as I was supposed to ave been covered, which was due to inefficient communication between the Laboratory and 1Life regarding my HIV results. Since dealing with 1Life in January 2018 I did not hear from the 1Life consultant again and neither did I hear from the nurse who was supposed to come redo the HIV test. After giving Verchen a short explanation of what my concerns were he promised to do a quick investigation and revert with feedback by 12h00 the same day. Although I was unavailable to take his calls he reverted before the promised time (telephonically as well as sent me smses with feedback)

Within no time I received calls, smses as well as emails from the Nurse who was to come out to my place of work to redo the test. While speaking to the Nurse to confirm a date and time Verchen kept in contact with me to ensure that I was happy with all the arrangements made by the Nurse and he continuously apologised profusely and even took the blame for the lady who called me in January who did not do any follow-ups.

My intentions were to cancel my policy with 1Life but due to Verchen's GREAT CUSTOMER service which included his warmth and great concern for what could have happened if I were to pass away due to an illness and my family would not have been covered, I opted to instead request a quotation for a Funeral cover for my entire family.

Verchen Naidoo has redeemed the image of 1Life in my opinion through the extra mile that he went to ensure my satisfaction and happiness. I am thrilled that HE was the person who answered my phone call when I called 1Life on Monday, 14/05/2018.

What could 1Life do to improve their service? EXCELLENT Customer Service s****s can be taught to anybody, but being proactive, empathetic, sympathetic, warm and caring as Verchen Naidoo was is something that is mostly in a person's nature ... please keep this in mind when hiring Customer Service Staff. Thank you