Unexpected

A few months ago I put in a claim for a pair of spectacles which were lost in a boating accident. I was informed that under the conditions of my policy, specs fall into a category of items that must be specified. I was told where to look, and I found the relevant information, which I had never noticed before. However, the lady (unfortunately I do not remember her name) who dealt with the claim decided to escalate this to top management. Well, you can imagine my surprise on receiving a call to inform me that they had decided to pay the claim in full, in spite of my ignorance. The money was transfered to my account without delay.