Cell phone insurance claim

Mailed insurance papers in but when I phoned the next day to check if they received it they had not captured. Phoned in the following day and was directed to a professional lady who I explained that I'm sitting with a mother who has dementia and I need the insurance urgently to be in contact with the caretaker. She prossed all, phoned me the same afternoon to advise me to go ahead and collect my phone. That is customer centric.